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Role Description
The Product Support Representative role will provide exceptional support for the Reclaim platform. We use tools such as Slack, Intercom, Zoom and Linear 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 Reclaim based issues via Intercom and Zoom
- Achieve expert working knowledge of Reclaim, 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
- Drive projects that systematically improve customer experience in alignment with CX strategy
Requirements
- 4+ years of work experience in a technical support and customer facing role supporting Enterprise, Premium or White Glove level support
- Possess the technical acumen to leverage internal tooling to troubleshoot customer issues
- Demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
- Ask open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills
- Team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
- Excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes
- Have good judgment and the ability to maintain confidentiality of sensitive customer data
- Show real passion for our products and for creating extraordinary customer experiences
Preferred Qualifications
- Experience in training customers, individuals and/or partners in products or services or running customer events
- Avid Reclaim user and a vocal technology evangelist
Compensation
US Zone 1
This role is not available in Zone 1
US Zone 2
$74,600—$101,000 USD
US Zone 3
$66,400—$89,800 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)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- 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
