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Product Support Representative

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Dropbox

Dec 2, 2024

Applications are closed

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Canada
    Remote

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
  • You excel at working in an ambiguous and changing environment as the business grows and evolves
  • 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

Responsibilities

  • 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

FAQs

Is this position remote or in-office?

This position is fully remote as part of Dropbox's Virtual First approach.

Where can candidates apply from?

Candidates can apply for this role if they are located in Alberta, British Columbia, Ontario, or Saskatchewan.

What types of products will I be supporting in this role?

You will provide support for various Dropbox products, including Sync, Capture, Backup, DocSend, Dropbox Sign, and more.

What tools will I need to use for this position?

You will use tools such as Slack, Jira, Zendesk, and Zoom to communicate with users and collaborate with the team.

What qualifications are required for this role?

Required qualifications include 0-2+ years of work experience in a technical support and customer-facing role, knowledge of troubleshooting desktop operating systems, and strong communication skills.

Are there opportunities for growth or mentorship in this position?

Yes, you will be supported by a community of mentors and program graduates, providing excellent opportunities for growth and development.

Will I need to work weekends or holidays?

Yes, depending on the needs of customers, you may be required to work on some weekends and holidays.

What is the salary range for this position?

The salary range for this position is between $48,600 and $65,800 CAD annually.

What benefits does Dropbox offer to its employees?

Dropbox offers competitive medical, dental, and vision coverage, flexible PTO, income protection plans, parental benefits, and a perks allowance among other benefits.

Does Dropbox have a diversity and inclusion program?

Yes, Dropbox is committed to diversity and inclusion, supporting various internal groups such as Asians at Dropbox, BlackDropboxers, and LGBTQ initiatives, among others.

Is prior experience with Zendesk required?

While prior experience with Zendesk is preferred, it is not strictly required; the role focuses on supporting customer inquiries.

What type of training will be provided for new hires?

New hires will receive onboarding and training to develop expertise in Dropbox products and customer support processes.

Are stocks or bonuses part of the compensation package?

Yes, employees are eligible for corporate bonus programs and may receive Restricted Stock Units (RSUs) as part of their total rewards package.

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Dropbox

Dropbox is the one place to keep life organized and keep work moving.

Technology
Industry
1001-5000
Employees
2007
Founded Year

Mission & Purpose

Dropbox is the one place to keep life organized and keep work moving. With more than 700 million registered users across 180 countries, we're on a mission to design a more enlightened way of working. Dropbox is headquartered in San Francisco, CA, and has offices around the world.