Product Support Representative, Dropbox

$52.4-79.7k

+ Corporate bonus program or sales incentive + Stock in the form of Restricted Stock Units (RSUs); Salary dependent on location

macOS
Excel
Windows
Zendesk
Entry, Junior and Mid level
Remote in US

More information about location

Dropbox

Smart workspace company

Job no longer available

Dropbox

Smart workspace company

1001+ employees

B2CB2BData storageEnterpriseCloud Computing

Job no longer available

$52.4-79.7k

+ Corporate bonus program or sales incentive + Stock in the form of Restricted Stock Units (RSUs); Salary dependent on location

macOS
Excel
Windows
Zendesk
Entry, Junior and Mid level
Remote in US

More information about location

1001+ employees

B2CB2BData storageEnterpriseCloud Computing

Company mission

Dropbox's mission is to design a more enlightened way of working.

Role

Who you are

  • 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

Desirable

  • Bachelor’s Degree
  • Experience on a high-volume support team
  • Direct experience using Zendesk to reply to customer inquiries
  • Basic understanding of programming languages

What the job involves

  • In this role, you will provide exceptional support for the Dropbox ecosystem including products such as 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
  • 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

Our take

Dropbox started by helping people bring together their files in one central place. The contents of these folders are synchronised to Dropbox's servers along with other computers and devices where the user has installed Dropbox, keeping the same files up-to-date across all devices.

Nowadays, there are lots of competing companies in cloud storage, and some with better distribution (e.g. Google and Apple). This explains why Dropbox is making a big push to reinvent itself after a fairly disappointing run since its IPO in 2018. The new Dropbox turns folders into "Spaces", which are collaboration hubs for teams, complete with comment streams, artificial intelligence tools and integrations into services such as Slack.

The company continues to build out its offerings through acquisitions, such as that of Formswift, bolstering its end-to-end agreement workflow capabilities. Indeed, It's very clear that Dropbox is trying to make a big move from being just a storage company. This seems to be a necessary move given the competitive nature of the industry it is operating within.

Freddie headshot

Freddie

Company Specialist

Insights

Top investors

Some candidates hear
back within 2 weeks

3% employee growth in 12 months

Company

Funding (last 2 of 5 rounds)

Jan 2014

$350m

SERIES C

Oct 2011

$250m

SERIES B

Total funding: $607.3m

Company benefits

  • Medical, dental, and vision coverage
  • We offer a generous company contribution toward individual medical, dental, and vision insurance coverage, including contributions toward dependent premiums
  • Keep sharing and collaborating with friends and family even when you’re not at work with free Dropbox space for your whole crew
  • Take the vacation you’ve always dreamed of with up to four consecutive weeks of paid time off
  • Celebrate common holidays without your paycheck taking the hit with 11 company paid holidays
  • Each Dropboxer has access to 32 hours of paid volunteer time off each year that they can use to support the causes close to their hearts
  • We regularly offer panels and seminars featuring the best minds in tech, talent, diversity, and beyond that any Dropboxer can attend from the comfort of their home
  • No two Dropboxers are the same, and their benefits shouldn’t be either. Our Perks allowance empowers employees to customize their benefits in line with what really matters to them
  • Start building a successful 401K retirement plan with our dollar for dollar contribution match, up to $1,500 per quarter to a maximum of $6,000 per calendar year

Company values

  • Be Worthy of Trust - Millions of teams trust us with their most important information. But this trust can vanish in an instant. That’s why integrity is the foundation of our culture. We do the right thing, even when nobody’s looking. And we’re honest—even when it’s uncomfortable
  • They win, We win - Our customers come first. So we put in the work to deeply understand them. We ask, “Who’s the customer?” and “What do they really need?” When they succeed, our business (and everything else) falls into place
  • Keep it Simple - Simple things work better—and make more sense. So we build products that do a few things really well. And we don’t overcomplicate life at Dropbox, whether it’s a plan or a process. Getting to simple isn’t always easy, but it’s worth the effort
  • Own it - We take responsibility for our work, from start to finish. When we get stuck, we unblock ourselves. When something goes wrong, we don’t ask, “What did they screw up?” but “What could I do better?” We learn from our mistakes and keep going—until we have real impact
  • Make work Human - Our mission is to design a more enlightened way of working, for Dropboxers and the world. So we make products that prioritize our needs as humans. And we build a compassionate culture where you can do your best work—no matter who you are or where you’re from

Company HQ

Mission Bay, San Francisco, CA

Leadership

Studied Computer Science at MIT before founding Dropbox straight out of university

Studied Computer Science at MIT before founding Dropbox straight out of university

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