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Product Support Specialist

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Box

Dec 27, 2024

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Chicago

Requirements

  • 1+ years experience in Customer/Product Support role, SaaS Experience a plus!
  • You are technically savvy with a curiosity for how software works and passion for innovation.
  • You have excellent written and verbal communication skills, with a great understanding of grammar.
  • You have high attention to detail and ability to troubleshoot.
  • Driven to learn new technical concepts and eager to dig into how a product works.
  • Significant level of comfort interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing.)
  • Able to work independently, make swift decisions, and adapt quickly to changing demands.
  • Demonstrated ability managing priorities and adapting in a fast-paced environment.
  • Experience working Ticketing systems (JIRA/Zendesk)

Responsibilities

  • In this role, you will become an expert on an area of the Box product suite and grow knowledge overtime.
  • You will work on customer-facing activities like troubleshooting and supporting them to optimize their use of Box.
  • You will learn how our largest customers use Box on a day-to-day basis and you will become the voice of the customer to our Product Teams.
  • You will collaborate directly with not only our users but also with other internal teams such as Customer Success Managers, Engineers, Implementation Consultants, and Product Managers to optimize our service.
  • You will develop technically and professionally with these internal connections and benefit from supplemental training on topics and opportunities such as tooling, web development, project management, and personal development.
  • The Product Support Specialist in Admin supports products that require Administrator oversight, including Admin Console features, Governance, Shield, and Relay.

FAQs

What is the main role of a Product Support Specialist at Box?

The main role of a Product Support Specialist at Box is to provide best-in-class support for developers, administrators, and end users, troubleshoot issues, and optimize customer use of Box products. They will also become experts in specific areas of the Box product suite and act as the voice of the customer to the Product Teams.

What experience is required for this position?

The position requires at least 1+ years of experience in a Customer/Product Support role, with SaaS experience being a plus.

What skills are essential for success in this role?

Essential skills include being technically savvy, having excellent written and verbal communication skills, high attention to detail, the ability to troubleshoot, and a significant level of comfort interacting with customers via various channels.

Is there a focus on professional development?

Yes, there is an emphasis on professional development, including supplemental training on topics related to tooling, web development, project management, and personal development.

What are the working hours for this position?

Boxers are expected to work from their assigned office a minimum of 2 days per week, with a focus on Tuesdays and Thursdays.

Is there support for employees with disabilities?

Yes, Box is committed to providing reasonable accommodations for applicants with disabilities to ensure they have the same opportunity to succeed as all other employees.

What is the salary range for this position?

The salary range for this position is between $44,000 and $55,000 USD, depending on factors such as knowledge, skill level, experience, and work location.

Does Box promote diversity and inclusion?

Yes, Box values diversity and inclusion and takes a big-picture approach to hiring, encouraging applicants from all backgrounds to apply even if they do not meet every single qualification.

Will I be required to use specific ticketing systems?

Yes, experience working with ticketing systems such as JIRA or Zendesk is preferred.

How will I interact with other teams within Box?

As a Product Support Specialist, you will collaborate directly with Customer Success Managers, Engineers, Implementation Consultants, and Product Managers to optimize service and develop professionally.

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Box

Powering how the world works together

Technology
Industry
1001-5000
Employees
2005
Founded Year

Mission & Purpose

Box (NYSE:BOX) is the Cloud Content Management company that empowers enterprises to revolutionize how they work by securely connecting their people, information and applications. Founded in 2005, Box powers more than 87,000 businesses globally, including AstraZeneca, General Electric, P&G, and The GAP. Box is headquartered in Redwood City, CA, with offices across the United States, Europe and Asia.