Act as the initial point of contact for clients using our cloud storage and sharing platform, ensuring their inquiries and issues are resolved efficiently.
Utilize your expertise in technical support to assist clients with various technical challenges across different platforms such as the web, desktop and mobile.
Employ exceptional written and verbal communication skills to effectively explain complex technical concepts in a clear and non-technical manner, catering to the customers' understanding.
Utilize your problem-solving skills and logical, methodical approach to identify patterns and find optimal solutions for clients' technical concerns.
Work closely with the product and engineering teams to document product bugs, feature requests and enhancements based on both internal and customer feedback.
Assist clients through various support channels such as email, phone, live chat, and social media.
Participate in internal projects focused on improving support processes, documentation, and tooling within the tech support team.
Work independently in a remote setting, demonstrating strong self-motivation, organization to manage tasks, meet deadlines and deliver exceptional technical support.

Requirements

Possess a minimum of 3-4 years of experience in technical support, preferably in the cloud storage or SaaS industry.
Display a passion for technology and possess a strong familiarity with web applications, Windows, Mac OS, iOS, and Android
Possess experience in troubleshooting SaaS, desktop and mobile applications
Possess strong knowledge of cloud storage platforms such as Google Drive, Microsoft OneDrive, Dropbox, Box, etc.
Proficient in tools such as Slack, Zendesk, Jira, Google Workspace, Office 365, and Confluence
Exhibit outstanding written and verbal communication skills, enabling effective communication with clients of varying technical backgrounds.
Showcase flexibility in working evenings, weekends, and holidays to ensure seamless support coverage.
Exhibit a proactive attitude, an eagerness to find the best solutions, and a commitment to supporting over 2,000,000 companies of all sizes who rely on our cloud storage and sharing solutions.

Benefits

Generous wellness program to keep your work-life balance in check
Best in the class health benefits
Paid vacation with carry-over
Flexible work schedule
Work from home option

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical supporttroubleshootingcloud storageSaaSweb applicationsdesktop applicationsmobile applicationsproblem-solvingdocumentationfeature requests

Soft Skills

written communicationverbal communicationself-motivationorganizationflexibilityproactive attitudecustomer servicelogical thinkingmethodical approachteam collaboration