Job Description
Role DescriptionÂ
Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are expanding our enhanced support team, which is responsible for responding to customer product inquiries and technical support issues via phone, email and chat, as well as creating and delivering webinar content to our premium customers. Our operation is 24x7 so the role does include shift work and holidays.Â
Responsibilities
- Deliver escalated technical support for Dropbox product based issues via phone, email and chat
- Troubleshoot customer’s issues and provide customized recommendations and solutions to enable frictionless customer engagement with the product
- Communicate complex technical information in user-friendly ways to both technical and non-technical customers
- Communicate customer reported issues internally and triage them to the correct team
- Adhere to and exceed set KPI targets and complete tasks in a timely and effective manner
- Build and deliver scaled trainings/webinars on product and on-boarding topics to small-to-medium size groups.
RequirementsÂ
- 2+ years of work experience in a technical support and customer facing role
- You have strong communication skills with an ability to convey complex technical information in user-friendly ways to customers in individual and group settings.
- You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOSÂ
- You have basic-to-intermediate ability to create presentations in Microsoft Powerpoint, Google Slides, and/or Apple Keynote.
- You have the ability to quickly develop an understanding of customers’ objectives through effective listening and questioning skills and provide a customized solution
- You have proven experience solving analytical problems using quantitative approaches
- You excel at working in an ambiguous and changing environment as the business grows and evolves
- You show real passion for the Dropbox software and for creating extraordinary customer experiences!
Total Rewards
For candidates hired in Colorado, the expected salary/On-Target Earnings (OTE) range for the role is $59,700 - $70,200 - $80,700.
This salary/OTE range represents the low, middle, and high end of the salary or OTE (Sales roles) range for this position, and is subject to change. To determine a Dropboxer’s starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. This position may be considered a promotional opportunity.Â
Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Â Our benefits and perks programs include, but are not limited to:Â
- Competitive medical, dental and vision coverage
- (US Only) Competitive 401(k) Plan with a generous company match and immediate vesting
- Flexible Time Off/Paid Time Off, paid holidays, 11 Company-wide PTO days, Volunteer time off and more
- Protection Plans including; Life Insurance, Disability Insurance and Travel benefit plans
- Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food & groceries, and much more
- Parental benefits including; Parental Leave, Child and Adult Care, Day Care FSA (US Only), Fertility Benefits (US Only), Adoption and Surrogacy support and Lactation Support Â
- Mental Health and Wellness benefitsÂ
- Free Dropbox space for your friends and family
Additional benefits details are available upon request.
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Date Posted
10/20/2022
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