CX Agent - Product Support Representative

| Austin
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Role Description

As part of our Customer Experience team, you will be responsible for responding to customer product inquiries via telephone, written email, and chat sessions. You will resolve customer concerns raised during installation, operation, maintenance, product application, or compatibility matters. Our operation is 24x7 so the role includes shift work including weekends and holidays

Responsibilities

  • Handles and responds to inquiries related to Enterprise / Outbound customer technical support through Phone, Email and Chat support 
  • Troubleshoots customer’s problems and provides customized recommendations to enable high customer engagement with the product
  • Documenting customer information and recurring technical issues to support product quality programs and product development
  • Gain a solid knowledge of the Dropbox product offerings and company policies
  • Communicate complex technical information in user-friendly ways to both technical and non-technical users
  • Delight our Enterprise users through reactive support on multiple channels including email, phone, chat and social media
  • Provide consultative services to enable custom configuration of Dropbox settings, preferences, and workflows
  • Communicate user reported issues internally and triage to the correct team
  • Adhere to set KPI targets
  • Provide a quality and friendly user experience, reflective of the Dropbox brand
  • Complete set tasks in a timely and effective manner

Requirements

  • 2+ years of work experience, ideally in a customer service / technical support role
  • You can communicate complex technical information in user-friendly ways
  • You have superb communication skills to interact with users and various teams inside Dropbox
  • You have the ability to quickly develop an understanding of customers’ business objectives through effective listening and questioning skills and provide a customized solution
  • You’ve solved analytical problems using quantitative approaches
  • You show real passion for and love the Dropbox software
  • You excel at working in an ambiguous and changing environment as the business grows and evolves
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