In this role, you will provide exceptional support for Dropbox Sign and DocSend! We use tools such as Slack, Jira, Zendesk, and Zoom to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users.
ResponsibilitiesDeliver technical support for Dropbox product based issues via email and occasionally phone
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
Drive projects that systematically improve customer experience in alignment with CX strategy
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 have a proven track record of driving cross-functional projects from ideation to delivery while optimizing existing processes and frameworks
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
You excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes
You have good judgment and the ability to maintain confidentiality of sensitive customer data
You show real passion for our products and for creating extraordinary customer experiences
Multiple years of experience on a high-volume support team and/or very deep technical knowledge
Direct experience using trend analysis to proactively monitor customer issues and assign severity
Experience owning customer escalations and SEVs from inception to resolution
Experience supporting Enterprise/MidMarket customer segments
Advanced understanding of programming languages
Experience delivering system administration
API Knowledge
Basic understanding of Dropbox Sign and DocSend products
AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve:
- Awareness: Understand yourself and others.
- Judgment: Evaluate information and make decisions in complex situations.
- Adaptability: Learn, adjust, and stay effective through change.
- Connection: Communicate, collaborate, and build trust.
To learn more about why these skills matter and what the data shows about thriving through change, read this blog post from our Chief People Officer, Melanie Rosenwasser.
CompensationDropbox Dublin, Dublin, IRL Office
Though remote is our primary way of working, meaningful in-person connection and collaboration is a critical part of Virtual First. Our Dublin Studio is a place for teams to come together to host meetings, off-sites, and build community.
