Company Description Dropbox is a special place where we are all seeking to fulfill our mission to design a more enlightened way of working. We’re looking for innovative talent to join us on our journey. The words shared by our founders at the start of Dropbox still ring true today. Wouldn’t it be great if our working environment—and the tools we use—were designed with people’s actual needs in mind? Imagine if every minute at work were well spent—if we could focus and spend our time on the things that matter. This is possible, and Dropbox is connecting the dots. The nearly 3,000 Dropboxers around the world have helped make Dropbox a living workspace - the place where people come together and their ideas come to life. Our 700+ million global users have been some of our best salespeople, and they have helped us acquire customers with incredible efficiency. As a result, we reached a billion dollar revenue run rate faster than any software-as-a-service company in history. Dropbox is making the dream of a fulfilling and seamless work life a reality. We hope you’ll join us on the journey. Team Description At Dropbox, we aim to put the customer at the center of everything we do. With over 700 million registered 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 The Product Support Representative role will provide exceptional support for the Reclaim platform. We use tools such as Slack, Intercom, Zoom and Linear to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users. Depending on the needs of our customers, you may be required to work some weekends and holidays. Responsibilities Deliver technical support for Reclaim based issues via Intercom and ZoomAchieve expert working knowledge of Reclaim, 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 resourcesDrive projects that systematically improve customer experience in alignment with CX strategy Requirements 4+ years of work experience in a technical support and customer facing role supporting Enterprise, Premium or White Glove level supportPossess the technical acumen to leverage internal tooling to troubleshoot customer issuesDemonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioningAsk open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skillsTeam player possessing the willingness to seek feedback, adapt practices and continuously learn and evolveExcel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomesHave good judgment and the ability to maintain confidentiality of sensitive customer dataShow real passion for our products and for creating extraordinary customer experiences Preferred Qualifications Experience in training customers, individuals and/or partners in products or services or running customer eventsAvid Reclaim user and a vocal technology evangelist Compensation The range listed above is the expected annual salary/OTE (On-Target Earnings) for this role, subject to change. Please note, OTE are for sales roles only.  Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). Dropbox is a Virtual First company and is open to hiring candidates in all authorized locations.  Benefits Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to: Competitive medical, dental and vision coverage* Retirement savings through a defined contribution pension or savings plan** Flexible PTO/Paid Time Off policy in addition to statutory holidays, allowing you time to unplug, unwind, and refresh Income Protection Plans: Life and disability insurance* Business Travel Protection: Travel medical and accident insurance* Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food & groceries, and much more Parental benefits including: Parental Leave, Fertility Benefits, Adoptions and Surrogacy support, and Lactation support Mental health and wellness benefits Additional benefits details are available upon request. *Where group plans are not available, allowances may be provided **Benefit, amount, and type are dependent on geographical location, based upon applicable law or company policy   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, enABLE, TODOS (Latinx), Pridebox (LGBTQ), Vets at Dropbox, and Women at Dropbox.