Deliver technical support for Dropbox products based issues via phone, email and chat
Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner
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
Communicate customer reported issues internally and triage them to the correct team
Document recurring issues to support product quality programs, product development, and to maintain agent resources

Requirements

0-2+ years of work experience in a technical support and customer facing role
You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
You demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
You love asking open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills
You’re a team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

troubleshootingdesktop operating systemsMicrosoft WindowsmacOS

communication skillsanalytical skillscritical thinkingteam playeradaptabilitycustomer satisfactioneffective listeningquestioning