Product Support Representative
DropboxJob Summary
We are seeking a Product Support Representative to deliver exceptional support for the Reclaim platform. The role involves providing technical support via Intercom and Zoom, achieving KPI targets, and completing tasks in a timely manner. The ideal candidate will possess strong communication skills, technical acumen, and the ability to convey complex information in user-friendly ways. They should be able to work in an ambiguous environment, adapt to changing circumstances, and maintain confidentiality of sensitive customer data. With 4+ years of experience in technical support and customer-facing roles, you will play a crucial role in improving customer experience and driving business outcomes.
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
