Tech Support Team

Role & Responsibilities:

  • Provide first class service to all customers
  • Successfully resolve customer e-mail and telephone inquiries through the use of multiple user support tools
  • Assisting customers with inquiries while providing consultative support and recommendations
  • Effectively articulate complex information to a variety of technical and non-technical users
  • Identify and evaluate opportunities to increase customer retention and satisfaction
  • Keep customer support queues low and maintain a steady support pace
  • Troubleshoot and drive customer support requests to a satisfactory resolution

Requirements:

  • Bachelors Degree required
  • Must be highly technical and experienced in using and supporting desktop software
  • Must relate and empathize with customers and their needs, especially if they are frustrated or angry
  • Must be very friendly and likable
  • Proven ability to communicate complex technical problems in ‘customer friendly’ language
  • Excellent work ethic – high output (i.e. 100+ tickets a day) and attention to detail
  • Excellent written and verbal communication skills
  • Passionate about making customers happy
  • Knowledgeable about the Dropbox product and able to learn the rest of the product quickly. Ideal applicants are existing Dropbox users who use the product regularly and are active in the Dropbox community
  • Expert in the use of at least two of the following operating systems: Microsoft Windows, Mac OS X, Ubuntu Linux
  • Knowledge of revision control like SVN or Mercurial would be great
  • Able to think outside of the box and find creative ways to solve customer problems
  • Written fluency in one or more of the following languages is a major plus: Spanish, French, German, Japanese

 

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