Product Support Representative

In this role, you will provide exceptional support for the Dropbox ecosystem, focusing on FormSwift, but potentially also products such as Capture, Backup, DocSend, Dropbox Sign, and many more! 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. Depending on the needs of our customers, you may be required to work some weekends and holidays.

• Achieve expert working knowledge of FromSwift, a new Dropbox acquisition that will be initially a standalone product before also being folded into the Dropbox core offering.
• Handle day-to-day responsiveness to escalated Support issues for FromSwift. Increase overall customer happiness by meeting and exceeding customer support metrics and service levels
• Identify and report themes in support cases, and partner closely with FormSwift product leadership to get fixes prioritized/shipped ASAP. 
• Identify escalation trends and opportunities to move support volumes to our frontline team.
• Take legacy FromSwift processes and standardize on Dropbox systems where it makes sense, build new macros/tooling as needed
• Support additional reps in scaling our support team in time

• 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