Product Support Representative

Job description

<h2 class="p1"><span class="s1">Role Description</span></h2>
<p>In this role, you will provide exceptional support for <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">Dropbox Sign and </span>DocSend<span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">!</span> We use tools such as Slack, Jira, Zendesk, and Zoom to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users.</p>
<h2 class="p1"><span class="s1">Responsibilities</span></h2>
<ul>
<li>
<p>Deliver technical support for Dropbox product based issues via email<span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z"> and occasionally phone</span></p>
</li>
<li>
<p>Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner</p>
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<li>
<p>Provide customized recommendations and solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product and maintaining high customer satisfaction scores</p>
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<li>
<p>Communicate customer reported issues internally and triage them to the correct team</p>
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<li>
<p>Document recurring issues to support product quality programs, product development, and to maintain agent resources</p>
</li>
<li>
<p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">Drive projects that systematically improve customer experience in alignment with CX strategy</span></p>
</li>
</ul>
<h2 class="p1"><span class="s1">Requirements</span></h2>
<ul>
<li>
<p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">2+ years of work experience in a technical support and customer facing role&nbsp;</span></p>
</li>
<li>
<p>You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS&nbsp;</p>
</li>
<li>
<p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">You have a proven track record of driving cross-functional projects from ideation to delivery while optimizing existing processes and frameworks</span></p>
</li>
<li>
<p>You demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning</p>
</li>
<li>
<p>You love asking open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills</p>
</li>
<li>
<p>You’re a team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve</p>
</li>
<li>
<p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">You excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes</span></p>
</li>
<li>
<p>You have good judgment and the ability to maintain confidentiality of sensitive customer data</p>
</li>
<li>
<p>You show real passion for our products and for creating extraordinary customer experiences</p>
</li>
</ul>
<h2>Preferred Qualifications</h2>
<ul>
<li>
<p>Multiple years of experience on a high-volume support team and/or very deep technical knowledge</p>
</li>
<li>
<p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">Direct experience using trend analysis to proactively monitor customer issues and assign severity</span></p>
</li>
<li>
<p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">Experience owning customer escalations and SEVs from inception to resolution</span></p>
</li>
<li>
<p>Experience supporting Enterprise/MidMarket customer segments</p>
</li>
<li>
<p>Advanced understanding of programming languages</p>
</li>
<li>
<p>Experience delivering system administration</p>
</li>
<li>
<p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">API Knowle</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qovw8z68zmz77zgz90zlhsiwnz71zz83zz71ztz79zz72ziz88zz88zz82zz75zz68z7z75zz82zkol">d</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">ge</span></p>
</li>
<li>
<p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qovw8z68zmz77zgz90zlhsiwnz71zz83zz71ztz79zz72ziz88zz88zz82zz75zz68z7z75zz82zkol">Basic understanding of Dropbox Sign and DocSend products</span></p>
</li>
</ul>
<h2>Durable Skills</h2>
<p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">AI fluency means using these tools to </span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"><em>amplify</em></span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"> human judgment, not replace it. We believe people with these skills will thrive as work and technology</span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">continue to evolve:</span></p>
<ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1">
<li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"><strong>Awareness:</strong></span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">U</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">nderstand </span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">yourself</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"> and others</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">.</span></li>
<li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"><strong>Judgment:</strong></span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">E</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">valuat</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">e</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"> information and mak</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">e </span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">decisions in complex situations</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">.</span></li>
<li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"><strong>Adaptability:</strong></span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">L</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">earn, adjust, and stay effective through change</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">.</span></li>
<li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"><strong>Connection:</strong></span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">C</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">ommunicat</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">e</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">, collaborat</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">e</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">, and build trust</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">.</span></li>
</ul>
<p><span class=" author-d-iz88z86z86za0dz67zz78zz78zz74zz68zjz80zz71z9iz90z9z84z5u1z69zz90zlz73z3ly1nz76zw1r5kz89zz66z4z65zz65zjz122zf092">To learn more about why these skills matter and what the data shows about thriving through change, read this&nbsp;</span><span class="attrlink url author-d-iz88z86z86za0dz67zz78zz78zz74zz68zjz80zz71z9iz90z9z84z5u1z69zz90zlz73z3ly1nz76zw1r5kz89zz66z4z65zz65zjz122zf092"><a class="attrlink" href="https://www.dropbox.jobs/en/our-blog/employee-stories/the-era-of-durable-skills-what-the-data-tells-us-about-thriving-in-change/" target="_blank" data-target-href="https://www.dropbox.jobs/en/our-blog/employee-stories/the-era-of-durable-skills-what-the-data-tells-us-about-thriving-in-change/">blog post</a></span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">from</span><span class=" author-d-iz88z86z86za0dz67zz78zz78zz74zz68zjz80zz71z9iz90z9z84z5u1z69zz90zlz73z3ly1nz76zw1r5kz89zz66z4z65zz65zjz122zf092"> our Chief People Officer, Melanie Rosenwasser.</span></p>
<h2 data-usually-unique-id="044234883370604133046166"><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zqz90zkz74zz76zeez80zz68zz89zz88zvqz86zuxlz73zexxz80zz73z6d6z72zz79zsz77z">Compensation</span></h2><div class="content-pay-transparency"><div class="pay-input"><div class="title">Ireland Pay Range</div><div class="pay-range"><span>€40.800</span><span class="divider">&mdash;</span><span>€55.200 EUR</span></div></div></div>