Product Support Specialist for Sign & DocSend

Dropbox; United States; Remote; USD 46,000 - 62,000; Full time

Job summary

Dropbox is seeking a hands-on Customer Support specialist for Dropbox Sign and DocSend in a fast-growing environment. You will deliver technical support via email (and occasionally phone), triage issues, and collaborate across Slack, Jira, Zendesk, and Zoom to gather product feedback.

You will develop expert knowledge of our products, drive cross-functional projects, and communicate complex technical information in user-friendly terms, all while protecting customer data and maintaining top

Qualifications

• 2+ years of work experience in a technical support and customer facing role.
• Knowledge of troubleshooting desktop operating systems: Windows, macOS.
• Proven track record of driving cross-functional projects from ideation to delivery while optimizing processes.
• Strong communication skills and ability to convey complex technical information clearly.
• Ability to ask open-ended questions to get to the root cause and apply analytical thinking.
• Team player with willingness to seek feedback and learn continuously.
• Comfort working in a changing environment with a focus on business outcomes.
• Good judgment and ability to maintain confidentiality of sensitive customer data.
• Passion for our products and creating exceptional customer experiences.

Responsibilities

• Deliver technical support for Dropbox product-based issues via email and occasionally phone.
• Achieve expert working knowledge of our products, meet KPI targets, and complete tasks timely and effectively.
• Provide customized recommendations and solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product and maintaining high customer satisfaction scores.
• Communicate customer-reported issues internally and triage them to the correct team.
• Document recurring issues to support product quality programs, product development, and to maintain agent resources.
• Drive projects that systematically improve customer experience in alignment with CX strategy.

Skills

Communication

Cross-functional project management

Analytical thinking

Team player

Adaptability

Confidentiality

Tools

API Knowledge

System administration

Job description

Dropbox is seeking a hands-on Customer Support specialist for Dropbox Sign and DocSend in a fast-growing environment. You will deliver technical support via email (and occasionally phone), triage issues, and collaborate across Slack, Jira, Zendesk, and Zoom to gather product feedback.

You will develop expert knowledge of our products, drive cross-functional projects, and communicate complex technical information in user-friendly terms, all while protecting customer data and maintaining top