Description
Dropbox is a Virtual First company revolutionizing the way people work. With over 700 million users worldwide, we create tools and environments designed for seamless and efficient collaboration. Our mission is to design a more enlightened way of working, and we’re looking for innovative talent to join us on this journey.
Team Overview
The Customer Experience (CX) team at Dropbox focuses on simplifying and enhancing how users interact with our products, such as Sync, Capture, Backup, DocSend, and Dropbox Sign. We act as the voice of our customers, delivering insights and feedback that drive product improvements.
Role Description
As a Technical Customer Support Specialist, you’ll provide exceptional technical support across Dropbox’s product ecosystem via phone, email, and chat. You’ll help resolve customer issues, document recurring challenges, and drive improvements to the overall customer experience.
Key Responsibilities
- Customer Support:
- Respond to and resolve customer inquiries related to Dropbox products via chat, email, and phone.
- Provide personalized recommendations and solutions to ensure customer satisfaction.
- Technical Expertise:
- Gain expert knowledge of Dropbox products and provide user-friendly solutions for complex issues.
- Troubleshoot desktop operating systems, including Windows and macOS.
- Collaboration and Documentation:
- Communicate customer feedback internally and escalate issues to appropriate teams.
- Document recurring issues to support product quality initiatives.
- Process Improvement:
- Drive projects to enhance the customer experience in alignment with the CX strategy.
Requirements
- Experience:
- 4+ years in a technical support or customer-facing role, supporting Enterprise, Premium, or White Glove customers.
- Proven experience managing customer escalations and high-severity issues.
- Technical Skills:
- Knowledge of troubleshooting desktop operating systems (Windows and macOS).
- Familiarity with tools such as Slack, Jira, Zendesk, and Zoom.
- Basic understanding of programming languages is a plus.
- Soft Skills:
- Strong communication and analytical problem-solving abilities.
- Excellent judgment and ability to handle confidential customer data.
- Ability to adapt to a dynamic, fast-paced work environment.
- Preferred:
- Experience with trend analysis for proactive issue resolution.
- Background in supporting Enterprise/Mid-Market customer segments.
- High school diploma or equivalent (Bachelor’s degree preferred).
- Previous experience in customer service, preferably in the travel or airline industry.
- Strong verbal and written communication skills.
- Proficiency in using computers, including familiarity with CRM systems and Microsoft Office.
- Ability to multitask and work in a fast-paced environment.
- Strong problem-solving skills and a customer-first mindset.
- Reliable internet connection and a quiet workspace free from distractions.
