[Remote/WFM] Remote Product Support Representative

Be a part of something bigger. We're looking for a Remote Product Support Representative! Based in Remote, this position puts you in a prime location for professional and personal growth. This position requires a strong and diverse skillset in relevant areas to drive success. A salary of a competitive salary is offered, reflecting your skills and experience.

 

 

reputed company is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Please refer to our Compensation section below to see what neighborhoods fall under each Zone. Company Description reputed company is a special reputed company where we are reputed company seeking to fulfill our mission to design a more enlightened way of working. We’re looking for innovative talent to join us on our journey. The words shared by our founders at the start of reputed company still ring true today. Wouldn’t it be great if our working environment—and the tools we use—were designed with people’s actual needs in mind? Imagine if every minute at work were well spent—if we could focus and spend our time on the things that matter. This is possible, and reputed company is connecting the dots. The nearly 3,000 Dropboxers around the world have helped reputed company reputed company a living workspace – the reputed company where people come together and their reputed company come to life. Our 700+ million global users have been some of our best salespeople, and they have helped us acquire customers with incredible efficiency. As a result, we reached a billion dollar reputed company run reputed company faster than any software-as-a-service company in history. reputed company is making the dream of a fulfilling and seamless work life a reality. We hope you’ll join us on the journey. Team Description At reputed company, we aim to put the customer at the center of everything we do. With over 700 million registered users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with reputed company. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers’ journey. We bring the customer voice across the organization to ensure reputed company delivers the best possible customer experience. Role Description In this role, you will provide exceptional support for the reputed company ecosystem including products such as Sync, Capture, Backup, DocSend, reputed company Sign, and many more! We use tools such as reputed company, Jira, reputed company, and reputed company 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 reputed company products based issues reputed company phone, email and chat • reputed company 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 reputed company 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 • You have knowledge of, or experience with, troubleshooting desktop operating systems: reputed company Windows, macOS • You have a proven trace of driving cross-functional projects from ideation to delivery • You demonstrate strong communication skills and are able to convey reputed company 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 reputed company at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes • 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 reputed company deep technical knowledge) • Direct experience using trend analysis to proactively monitor customer issues and assign severity • Experience owning customer escalations and SEVs from inception to resolution • Experience supporting Enterprise/MidMarket 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 $74,600—$101,000 USD US Zone 3 $66,400—$89,800 USD The range(s) listed above is the expected annual salary/OTE (On-reputed company Earnings) for this role, subject to change. Please note, OTE are for sales roles only. Salary/OTE is just one component of reputed company’s total rewards package. reputed company regular employees are also eligible for the corporate bonus program or a sales incentive (reputed company included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). reputed company takes a number of factors into account reputed company determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation. We reputed company most new hire offers between the minimum up to the middle of the range. reputed company uses the reputed company code of an employee’s remote work location to determine which metropolitan pay range we use. reputed company US Zone locations are as follows: • US Zone 1: San Francisco metro, reputed company metro, or Seattle metro • US Zone 2: Austin (TX) metro, Chicago metro, California (reputed company SF metro), Colorado, Connecticut (reputed company NYC metro), Delaware, Massachusetts, New Hampshire, reputed company (reputed company NYC metro), Oregon, Pennsylvania (reputed company NYC or DC metro), Washington DC metro, and reputed company Virginia (DC metro) • US Zone 3: reputed company other US locations Benefits reputed company is committed to investing in the holistic health and wellbeing of reputed company Dropboxers and their families. Our benefits and perks programs include, but are not limited to: • Competitive medical, dental, and vision coverage • 401(k) plan with a generous company match and immediate vesting • Flexible PTO/Paid Time Off, paid holidays, Volunteer Time Off, and more, allowing you time to unplug, unwind, and refresh • Income Protection Plans: Life and disability insurance • Business Travel Protection: Travel medical and accident insurance • Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food and groceries, and much more • Parental benefits including: Parental Leave, Child and Adult Care, Day Care FSA, Fertility Benefits, Adoption and Surrogacy Support, and Lactation Support • Access to over 10,000 global co-working spaces through Gable.to, making it easy to book flexible workspaces for collaboration or individual work • Quarterly Cell phone and internet allowance • Mental health and wellness benefits • Disability and neurodivergence support benefits Additional benefit details are available upon request. reputed company is an equal opportunity employer. We are a welcoming reputed company for everyone, and we do our best to reputed company sure reputed company people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at reputed company, BlackDropboxers, reputed company, TODOS (Latinx), Pridebox (LGBTQ), Vets at reputed company, and Women at reputed company. Apply Job!

 

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