Technical Support Specialist at Dropbox - Remote | Job Transparency - Job Transparency | Find Your Dream Job with Full Salary Transparency

Role Description

Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are expanding our enhanced support team, which is responsible for responding to customer product inquiries and technical support issues via phone, email and chat, as well as creating and delivering webinar content to our premium customers. Our operation is 24x7 so the role does include shift work and holidays.

Responsibilities

Deliver escalated technical support for Dropbox product based issues via phone, email and chat
Troubleshoot customer’s issues and provide customized recommendations and solutions to enable frictionless customer engagement with the product
Communicate complex technical information in user-friendly ways to both technical and non-technical customers
Communicate customer reported issues internally and triage them to the correct team
Adhere to and exceed set KPI targets and complete tasks in a timely and effective manner
Build and deliver scaled trainings/webinars on product and on-boarding topics to small-to-medium size groups.

Requirements

2+ years of work experience in a technical support and customer facing role
You have strong communication skills with an ability to convey complex technical information in user-friendly ways to customers in individual and group settings.
You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
You have basic-to-intermediate ability to create presentations in Microsoft Powerpoint, Google Slides, and/or Apple Keynote.
You have the ability to quickly develop an understanding of customers’ objectives through effective listening and questioning skills and provide a customized solution
You have proven experience solving analytical problems using quantitative approaches
You excel at working in an ambiguous and changing environment as the business grows and evolves
You show real passion for the Dropbox software and for creating extraordinary customer experiences!

Total Rewards

For candidates hired in Colorado, the expected salary/On-Target Earnings (OTE) range for the role is $59,700 - $70,200 - $80,700.

This salary/OTE range represents the low, middle, and high end of the salary or OTE (Sales roles) range for this position, and is subject to change. To determine a Dropboxer’s starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. This position may be considered a promotional opportunity.

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to:

Competitive medical, dental and vision coverage
(US Only) Competitive 401(k) Plan with a generous company match and immediate vesting
Flexible Time Off/Paid Time Off, paid holidays, 11 Company-wide PTO days, Volunteer time off and more
Protection Plans including; Life Insurance, Disability Insurance and Travel benefit plans
Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food & groceries, and much more
Parental benefits including; Parental Leave, Child and Adult Care, Day Care FSA (US Only), Fertility Benefits (US Only), Adoption and Surrogacy support and Lactation Support
Mental Health and Wellness benefits
Free Dropbox space for your friends and family

Additional benefits details are available upon request.

Technical Support Specialist

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