CX Product Support Representative (Japanese Speaking)

Sydney, Australia

Company Description

Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, our mission is to unleash the world’s creative energy by designing a more enlightened way of working. Headquartered in San Francisco, CA, Dropbox has more than 12 offices around the world.

Team Description

At Dropbox, we aim to put the customer at the center of everything we do. With over 500 million users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. 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 Dropbox delivers the best possible customer experience.

Role Description

Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a premier support experience to our customers and users. We are now growing two of our support teams, both of which are responsible for responding to customer product inquiries and technical support issues via phone, email and chat. Our operation is 24x7 so the role can include shift work, working weekends and holidays.

Responsibilities

  • Deliver initial contact technical support as well as advanced support for Dropbox product based issues
  • Troubleshoot customer’s issues and provide customized recommendations and solutions to enable frictionless customer engagement with the product
  • Document customer information and recurring technical issues to support product quality programs and product development
  • 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

Requirements

  • Bi-lingual Japanese/English language skills (proficiencies in written and verbal); ability to effectively communicate with Japanese speaking customers through all offered support channels (phone, chat, and email)
  • 2+ years of work experience in a technical support and customer facing role
  • Demonstrate strong communication skills and an ability to convey complex technical information in user-friendly ways
  • You have a knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
  • 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 and love Dropbox software and for creating extraordinary customer experiences!
Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all 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 Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

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