The smart workspace for seamless collaboration
Dropbox, headquartered in Mission Bay, San Francisco, CA, is a leading cloud storage and collaboration platform with over 700 million registered users. Since its IPO in 2018, Dropbox has raised $607.4 million in funding and employs over 1,000 people. The company has transitioned from traditional fil...
Dropbox offers comprehensive medical, dental, and vision coverage, along with a generous PTO policy allowing up to four consecutive weeks off. Employe...
Dropbox fosters a culture of innovation and adaptability, focusing on transforming from a storage provider to a collaborative workspace. The company e...
Dropbox • Remote - US: Select locations
Dropbox is hiring a Product Support Representative to provide exceptional support for their ecosystem of products. You'll utilize tools like Slack, Jira, and Zendesk to assist customers and ensure high satisfaction. This role is suitable for candidates with 0-2 years of experience in technical support.
You have 0-2+ years of work experience in a technical support and customer-facing role, demonstrating strong communication skills that allow you to convey complex technical information in user-friendly ways. You possess knowledge of troubleshooting desktop operating systems, specifically Microsoft Windows and macOS, and you excel at asking open-ended questions to get to the root of customer issues. Your analytical and critical thinking skills enable you to provide customized recommendations and solutions to customers on complex issues, ensuring a frictionless engagement with the product. You are passionate about creating extraordinary customer experiences and have good judgment in maintaining the confidentiality of sensitive customer data. You thrive in an ambiguous and changing environment as the business grows and evolves.
In this role, you will deliver technical support for Dropbox products via phone, email, and chat, achieving expert working knowledge of the products and meeting set KPI targets. You will document recurring issues to support product quality programs and product development, ensuring that customer feedback is communicated internally and triaged to the correct team. Your responsibilities will include providing exceptional support for the Dropbox ecosystem, which includes products such as Sync, Capture, Backup, DocSend, and Dropbox Sign. You will work collaboratively with your team using tools like Slack, Jira, Zendesk, and Zoom to communicate effectively and provide real product feedback from users. Depending on customer needs, you may be required to work some weekends and holidays, but your primary focus will be on maintaining high customer satisfaction scores and completing tasks in a timely and effective manner.
Dropbox offers a competitive compensation package, with salaries varying based on location zones. You will have the opportunity to work in a supportive environment that values your contributions and encourages your growth. The company fosters a culture of collaboration and innovation, where your ideas and feedback are valued. You will be part of a team that is dedicated to providing exceptional customer experiences and ensuring the quality of Dropbox products. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.
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