Product Support Specialist

Box; Chicago (IL); Hybrid; USD 50,000 - 55,000; Full time

Job summary

Box is hiring for a Product Support role in Chicago, offering a hybrid work pattern. The role focuses on becoming a technical expert within a Box product domain, assisting customers, and gathering voice-of-the-customer insights for Product and Engineering teams.

We value a BA/BS degree or equivalent, at least 1 year in a similar customer-support role, and a passion for learning. You will interact across channels and collaborate with internal teams to continuously improve service quality.

Qualifications

• BA/BS degree or equivalent work experience.
• 1+ years experience in Product Support, Admin Experience Support, or a similar role a plus.
• Technically savvy with a curiosity for how software works and passion for innovation.
• You're a team player that collaborates well with other support tiers and cross-functional colleagues of varying experience.
• Comfortable interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing).
• Ability to devise creative solutions/workarounds when the product may not align with customer expectations.

Responsibilities

• Become a technical expert on a product domain of the Box product suite and rapidly grow technical and product knowledge overtime.
• Engage on customer-facing activities, such as product troubleshooting and providing support to enhance their use of the Box product.
• Gain insights into how our largest customers utilize Box on a daily basis, becoming the voice of the customer for Product and Engineering Teams.
• Collaborate directly with internal teams such as Customer Success Managers, Software Engineers, Implementation Consultants, Solutions Engineers, Security Operations, Release Management, and Product Managers to optimize our service.
• Develop both technically and professionally through these internal connections.

Skills

Technical curiosity

Team player

Customer communication

Problem solving

Education

BA/BS degree

Job description

WHAT IS BOX?

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

WHAT IS BOX?

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

It’s an amazing time to be working at Box and transforming the content management landscape cannot be done without providing best-in-class support for our developers, administrators, and end users. In this role, we support our users through a variety of channels on all aspects of Box products. We are intelligent, resourceful, clever, and committed. We provide innovative and creative solutions and break through walls to solve our customers' problems. We do not follow scripts.

What You'll Do

• Become a technical expert on a product domain of the Box product suite and rapidly grow technical and product knowledge overtime.
• Engage on customer-facing activities, such as product troubleshooting and providing support to enhance their use of the Box product.
• Gain insights into how our largest customers utilize Box on a daily basis, becoming the voice of the customer for Product and Engineering Teams.
• Learn how our largest customers use Box on a day-to-day basis and become the voice of the customer to our Product and Engineering Teams.
• Collaborate directly with internal teams such as Customer Success Managers, Software Engineers, Implementation Consultants, Solutions Engineers, Security Operations, Release Management, and Product Managers to optimize our service.
• Develop both technically and professionally through these internal connections.
• Benefit from ongoing training and continued education on topics and opportunities such as tooling, web development, project management, and personal development.

Who You Are

• You have a BA/BS degree or equivalent work experience.
• 1+ years experience in Product Support, Admin Experience Support, or a similar role a plus.
• You are technically savvy with a curiosity for how software works and passion for innovation.
• You're a team player that collaborates well with other support tiers and cross-functional colleagues of varying experience.
• You are comfortable interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing).
• You are able to devise creative solutions/workarounds when the product may not align with customer expectations.
• You possess a strong desire to learn and grow with the ability to apply those learnings on customer cases.
• You have experience providing customers with exceptional enablement & correspondence.
• Your north star is a focus on always aiming to solve the problem at hand and preventing the next, with a high attention to detail.
• You have excellent written and verbal communication skills.
• You have high attention to detail, ability to troubleshoot, and utilize resources.
• You are a self-starter, motivated to work independently and make decisions when given a project or task.
• Demonstrated ability managing priorities and adapting in a fast-paced environment.

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 3 days per week. Your Recruiter will share more about how we work and company culture during the hiring process.

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in.

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and independence of people with disabilities and is committed to giving them the same opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

Notice to applicants in Los Angeles: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance. The Fair Chance Ordinance is provided here.

Notice to applicants in San Francisco: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance. The Fair Chance Ordinance is provided here.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.

NOTICE OF USE OF AI

At Box, we believe in the power of AI to improve the recruiting process while keeping people at the heart of every decision. For more information on the use of AI in our hiring process, please visit our webpage here.

Box is committed to fair and equitable compensation practices. Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information, check out our benefits and perks. In accordance with OFCCP compliance, here is the Pay Transparency Provision.

Chicago Pay Range: $50,000 USD - $55,000 USD