Technical Support Specialist

Dropbox is one of the fastest growing startups on the Internet. We want to become the way the world stores and shares files, and we're well on our way.

Our rapid growth is a testament to our growing, active community. However, our support department needs your help. Support representatives are responsible for providing first class service to customers, as well as providing relevant solutions to their needs.

Ideally, you can take an angry customer and make turn them around in one phone call or email. You are knowledgeable, tech-savvy, resourceful, and possess a friendly character with a velvet tongue. You know, like, and respect Dropbox users because they rock. You make every customer reaction count because you are on a mission to make every Dropbox user happy.

Supporting Dropbox requires crazy technical kung-fu. You'll need a working knowledge of almost all operating systems, mobile devices, and the web. You'll be tasked with not only knowing the product inside and out, but escalating good suggestions and critical bug reports straight to the product team.

If you think you have what it takes to make our first class customer support team even more extraodinary, then send in your resume. We've be en looking for someone like you.

Primary Responsibilites:

• Provide first class service to all customers

• Successfully resolve customer e-mail and telephone inquiries through the use of multiple user support tools

• Assisting customers with inquiries while providing consultative support and recommendations

• Effectively articulate complex information to a variety of technical and non-technical users

• Identify and evaluate opportunities to increase customer retention and satisfaction

• Keep customer support queues low and maintain a steady support pace

• Troubleshoot and drive customer support requests to a satisfactory resolution

Desired Qualifications and Skills:

• 2-3 years of experience in internet support

• Must be highly technical and experienced in using and supporting desktop software

• Must relate and empathize with customers and their needs, especially if they are frustrated or angry

• Must be very friendly and likable

• Proven ability to communicate complex technical problems in "customer friendly" language

• Excellent work ethic - high output (i.e. 100+ tickets a day) and attention to detail

• Excellent written and verbal communication skills

• Passionate about making customers happy

• Knowledgeable about the Dropbox product and able to learn the rest of the product quickly. Ideal applicants are existing Dropbox users who use the product regularly and are active in the Dropbox community

• Expert in the use of at least two of the following operating systems: Microsoft Windows, Mac OS X, Ubuntu Linux

• Able to think outside of the box and find creative ways to solve customer problems

• Ideal applicants will have recently led a support team for a software or Internet product, and will be familiar with Zendesk or similar systems

• Killer Guitar Hero/Rock Band chops

   

About Dropbox

At Dropbox we’re revolutionizing the way that people think about and access their files. In particular, we make it easy to securely share files with other people, sync them across multiple computers, access them from anywhere, and keep them safe.

Dropbox is a tech startup based in San Francisco. We’re well-funded by Sequoia Capital and Accel Partners (investors in Google and Facebook, respectively.) Since launching publicly a year ago we’ve attracted millions of users and are growing rapidly. We’ve been featured in publications like the New York Times and TechCrunch, and have won awards from places like PC Magazine.

Our passion is making a product that rocks and putting it in millions of people’s hands. We offer competitive salaries and benefits, interesting challenges, and a fun work environment. We’re looking for great people to join us.

If you think you’re up to the challenge, please submit your resume and a brief cover letter (1 paragraph max).