[Remote] Product Support Representative

Note: The job is a remote job and is open to candidates in USA. Dropbox is a global community of visionaries and doers shaping the future of work. The Product Support Representative will provide exceptional support for the Dropbox ecosystem, delivering technical assistance and customized solutions to enhance customer satisfaction.ResponsibilitiesDeliver technical support for Dropbox products based issues via phone, email and chatAchieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective mannerProvide customized recommendations and solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product and maintaining high customer satisfaction scoresCommunicate customer reported issues internally and triage them to the correct teamDocument recurring issues to support product quality programs, product development, and to maintain agent resourcesSkills0-2+ years of work experience in a technical support and customer facing roleYou have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOSYou demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioningYou love asking open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skillsYou're a team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolveYou excel at working in an ambiguous and changing environment as the business grows and evolvesYou have good judgment and the ability to maintain confidentiality of sensitive customer dataYou show real passion for our products and for creating extraordinary customer experiencesBenefitsCompetitive medical, dental, and vision coverage401(k) plan with a generous company match and immediate vestingFlexible PTO/Paid Time Off, paid holidays, Volunteer Time Off, and more, allowing you time to unplug, unwind, and refreshIncome Protection Plans: Life and disability insuranceBusiness Travel Protection: Travel medical and accident insurancePerks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food and groceries, and much moreParental benefits including: Parental Leave, Child and Adult Care, Day Care FSA, Fertility Benefits, Adoption and Surrogacy Support, and Lactation SupportAccess to over 10,000 global co-working spaces through Gable.tomaking it easy to book flexible workspaces for collaboration or individual workQuarterly Cell phone and internet allowanceMental health and wellness benefitsDisability and neurodivergence support benefitsCompany OverviewDropbox 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 https://www.dropbox.com.Company H1B SponsorshipDropbox 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.



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