Product Support Representative

Job not on LinkedIn

🔥 33 minutes ago

🇮🇪 Ireland – Remote

💵 €40.8k - €55.2k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dropbox

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2007

💼 Consulting

🏭 Manufacturing

📦 Logistics

Consulting • Manufacturing • Logistics

Dropbox is a cloud-based service that provides tools for storing, sharing, and accessing files across devices. It offers features such as document sharing, video review, automatic backups, and AI-driven scheduling. Dropbox also provides solutions for different sectors like teams, sales, marketing, and education, and industries including construction, media, technology, and manufacturing. With a focus on security, Dropbox ensures files are encrypted and protected against tampering. It offers integrations with various productivity tools and is trusted by major companies for efficient file management and collaboration.

📋 Description

• Provide exceptional support for Dropbox Sign and DocSend • Deliver technical support for Dropbox product-based issues via email and occasionally phone • Develop expert working knowledge of Dropbox products, meet KPI targets, and complete tasks in a timely and effective manner • Provide customized recommendations and solutions for complex customer issues in user-friendly ways • Maintain high customer satisfaction scores and enable frictionless product engagement • 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 • Use Slack, Jira, Zendesk, and Zoom to communicate with users, collaborate as a team, and provide product feedback

🎯 Requirements

• 2+ years of work experience in a technical support and customer facing role • Knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows and macOS • Proven track record of driving cross-functional projects from ideation to delivery while optimizing existing processes and frameworks • Strong communication skills and ability to convey complex technical information in user-friendly ways through effective listening and questioning • Analytical and critical thinking skills • Willingness to seek feedback, adapt practices and continuously learn and evolve • Ability to work in an ambiguous and changing environment with focus on business outcomes • Good judgment and ability to maintain confidentiality of sensitive customer data • Passion for Dropbox products and creating extraordinary customer experiences • Preferred: multiple years of experience on a high-volume support team and/or deep technical knowledge • Preferred: experience using trend analysis to proactively monitor customer issues and assign severity • Preferred: experience owning customer escalations and SEVs from inception to resolution • Preferred: experience supporting Enterprise/MidMarket customer segments • Preferred: advanced understanding of programming languages • Preferred: experience delivering system administration • Preferred: API knowledge • Preferred: basic understanding of Dropbox Sign and DocSend products

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