Product Support Representative
New
D
DropboxSoftware
Remote - IrelandFull-TimeEntry
Salary40,800 - 55,200 EUR per year
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Job Details
- Experience
- 2+ years of work experience in a technical support and customer facing role
- Required Skills
- RESTful APIsTroubleshootingTechnical supportCustomer support
Requirements
- Have 2+ years of work experience in a technical support and customer-facing role.
- Have knowledge of or experience troubleshooting Microsoft Windows and macOS desktop operating systems.
- Have a track record of driving cross-functional projects from ideation to delivery and optimizing processes and frameworks.
- Communicate complex technical information in user-friendly ways through effective listening and questioning.
- Use analytical and critical thinking to identify the root of customer issues.
- Be willing to seek feedback, adapt practices, and continue learning.
- Work effectively in an ambiguous and changing environment with a focus on business outcomes.
- Use good judgment and maintain the confidentiality of sensitive customer data.
- Preferred: Experience on a high-volume support team or deep technical knowledge.
- Preferred: Trend analysis, customer escalations and SEVs, and support for Enterprise or MidMarket customers.
- Preferred: Advanced understanding of programming languages, system administration experience, API knowledge, and basic knowledge of Dropbox Sign and DocSend.
Responsibilities
- Deliver technical support for Dropbox product issues via email and occasionally phone.
- Develop expert working knowledge of Dropbox products, meet KPI targets, and complete tasks promptly.
- Provide customized recommendations and user-friendly solutions for complex customer issues.
- Communicate customer-reported issues internally and triage them to the correct team.
- Document recurring issues to support product quality programs, product development, and agent resources.
- Drive projects that systematically improve customer experience in alignment with CX strategy.
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