Role Description
Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are expanding our enhanced support team, which is responsible for responding to customer product inquiries and technical support issues via phone, email and chat, as well as creating and delivering webinar content to our premium customers. Our operation is 24x7 so the role does include shift work and holidays.
Responsibilities
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Deliver escalated technical support for Dropbox product based issues via phone, email and chat
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Troubleshoot customer’s issues and provide customized recommendations and solutions to enable frictionless customer engagement with the product
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Communicate complex technical information in user-friendly ways to both technical and non-technical customers
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Communicate customer reported issues internally and triage them to the correct team
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Adhere to and exceed set KPI targets and complete tasks in a timely and effective manner
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Build and deliver scaled trainings/webinars on product and on-boarding topics to small-to-medium size groups.
Requirements
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2+ years of work experience in a technical support and customer facing role
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You have strong communication skills with an ability to convey complex technical information in user-friendly ways to customers in individual and group settings.
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You have a knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
- You have basic-to-intermediate ability to create presentations in Microsoft Powerpoint, Google Slides, and/or Apple Keynote.
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You have the ability to quickly develop an understanding of customers’ objectives through effective listening and questioning skills and provide a customized solution
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You have proven experience solving analytical problems using quantitative approaches
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You excel at working in an ambiguous and changing environment as the business grows and evolves
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You show real passion for the Dropbox software and for creating extraordinary customer experiences!
