Product Support Representative
Core
Provide technical support for Dropbox Sign and DocSend via email and phone, troubleshooting desktop OS issues and driving customer experience improvements.
Role type
Senior IC technical support representative
Builds
Frictionless user engagement with Dropbox Sign and DocSend products
Domain
SaaS / Document Management / E-Signature
Deliverable
client delivery
Required skills
troubleshooting desktop operating systems, cross-functional project management, complex technical communication, analytical thinking, process optimization
Preferred skills
trend analysis, customer escalation ownership, Enterprise/MidMarket support, API knowledge, system administration, programming languages
Technologies
Slack, Jira, Zendesk, Zoom, Microsoft Windows, macOS
Responsibilities
Deliver technical support for Dropbox product based issues via email and occasionally phone; Communicate customer reported issues internally and triage them to the correct team; Document recurring issues to support product quality programs and product development; Drive projects that systematically improve customer experience in alignment with CX strategy
Seniority
Mid-level, hands-on IC
