CX - Technical Support Specialist

Dublin, Ireland

Company Description

Dropbox is the world’s first smart workspace that helps people and teams focus on the work that matters. With more than 600 million registered users across 180 countries, we’re on a mission to design a more enlightened way of working. Dropbox is headquartered in San Francisco, CA, and has 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 an extraordinary support experience to our customers and users. Our Technical Support Specialists are key partners in the overall health of customer accounts and will work closely with our Sales and Support teams. Additionally, you’ll be accountable for delivering account insights, support recommendations and training that helps us achieve respective goals.

Responsibilities

  • Provide oversight, insights and recommendations for named accounts
  • Identify and inform on support opportunities
  • Handle large sets of data to report on the health of named accounts
  • Identify, build and facilitate scaled trainings/webinars on product, onboarding, etc.
  • Be a champion and advocate for our Dropbox customers by providing recommendations on process improvement, automation, etc.
  • Collaborate and influence on performance initiatives, product launches and service innovation when working with internal Dropbox partners

Requirements

  • Prior experience working in a SAAS sales or support customer facing role
  • You are passionate about creating a superb customer experience and are a natural customer advocate
  • You’re able to understand, interpret and communicate complex technical information in user-friendly ways
  • Familiarity with SQL is a plus
  • You plan and execute against projects in a timely and effective manner
  • You are degree qualified in a business or technical discipline
  • You have an amazing communication style that enables you to interact effectively with both customers and internal teams
  • You constantly strive for peak efficiency and impact
  • You’re graceful and effective working in an ambiguous and changing environment
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).

Other open positions