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Role Description
In this role, you will provide exceptional support for the Dropbox ecosystem including products such as Sync, 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.
Responsibilities
- Deliver technical support for Dropbox products based issues via phone, email and chat
- Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner
- 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
Requirements
- 0-2+ 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
Preferred Qualifications
- Experience on a high-volume support team and/or very deep technical knowledge
- Direct experience using Zendesk to reply to customer inquiries
- Experience supporting Enterprise/Mid-Market customer segments
- Basic understanding of programming languages
- Experience delivering system administration
Compensation
US Zone 1
This role is not available in Zone 1
US Zone 2
$60,400—$81,800 USD
US Zone 3
$53,700—$72,700 USD
Dropbox Seattle, Washington, USA Office
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Though remote is our primary way of working, meaningful in-person connection and collaboration is a critical part of Virtual First. Our Seattle Studio is a place for teams to come together to host meetings, off-sites, and build community.
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
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- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
