Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Please refer to our Compensation section below to see what neighborhoods fall under each Zone.

Remote - US

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

In this role, you will provide exceptional support for the Dropbox ecosystem including products such as Sync, Capture, Backup, DocSend, Dropbox Sign, and many more! We use tools such as Slack, Jira, Zendesk, and Zoom 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 Dropbox products based issues via phone, email and chat
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

Requirements

2+ years of work experience in a technical support and customer facing role supporting Enterprise, Premium or White Glove level support
You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
You demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
You love asking open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills
You’re a team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
You excel at working in an ambiguous and changing environment as the business grows and evolves
You have good judgment and the ability to maintain confidentiality of sensitive customer data
You show real passion for our products and for creating extraordinary customer experiences

Preferred Qualifications

Experience on a high-volume support team and/or very deep technical knowledge)
Direct experience using Zendesk to reply to customer inquiries (Zendesk administrative or reporting skills not required)
Experience supporting Enterprise/MidMarket customer segments
Basic understanding of programming languages
Experience delivering system administration

Compensation

US Zone 1

This role is not available in Zone 1

US Zone 2

$74,600—$101,000 USD

US Zone 3

$66,400—$89,800 USD

The range(s) 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 takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation. We target most new hire offers between the minimum up to the middle of the range.

Dropbox uses the zip code of an employee’s remote work location to determine which metropolitan pay range we use. Current US Zone locations are as follows:

• US Zone 1: San Francisco metro, New York City metro, or Seattle metro

• US Zone 2: Austin (TX) metro, Chicago metro, California (outside SF metro), Colorado, Connecticut (outside NYC metro), Delaware, Massachusetts, New Hampshire, New York (outside NYC metro), Oregon, Pennsylvania (outside NYC or DC metro), Washington DC metro, and West Virginia (DC metro)

• US Zone 3: All other US 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
401(k) plan with a generous company match and immediate vesting
Flexible PTO/Paid Time Off, paid holidays, Volunteer Time Off, and more, 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 and groceries, and much more
Parental benefits including: Parental Leave, Child and Adult Care, Day Care FSA, Fertility Benefits, Adoption and Surrogacy Support, and Lactation Support
Access to over 10,000 global co-working spaces through Gable.to, making it easy to book flexible workspaces for collaboration or individual work
Quarterly Cell phone and internet allowance
Mental health and wellness benefits
Disability and neurodivergence support benefits

Additional benefit details are available upon request.

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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