[Remote] Product Support Representative

Note: The job is a remote job and is open to candidates in USA. Dropbox is a company that provides a range of products designed to enhance productivity and collaboration. They are seeking a Product Support Representative to deliver exceptional technical support for their products, ensuring high customer satisfaction and effective communication of user feedback. Responsibilities 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 Skills 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 Company Overview Dropbox is a smart workspace company that provides secure file sharing, collaboration, and storage solutions. It was founded in 2007, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Dropbox has a track record of offering H1B sponsorships, with 127 in 2025, 105 in 2024, 103 in 2023, 166 in 2022, 197 in 2021, 157 in 2020. Please note that this does not guarantee sponsorship for this specific role.