Deliver technical support for Dropbox product based issues via email and occasionally phone
Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner
Provide customized recommendations and solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product and maintaining high customer satisfaction scores
Communicate customer reported issues internally and triage them to the correct team
Document recurring issues to support product quality programs, product development, and to maintain agent resources
Drive projects that systematically improve customer experience in alignment with CX strategy
