Product Support Representative - Japanese

Posted 8 Days Ago
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Hiring Remotely in Australia
Remote
Entry level
Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
Our mission is to design a more enlightened way of working. Join us!
The Role
As a Product Support Representative, you will provide technical support for Dropbox products, communicate with users, document recurring issues, and deliver solutions to enhance customer satisfaction. The role demands strong communication skills and the ability to troubleshoot desktop operating systems.
Summary Generated by Built In

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

  • 0-2+ years of work experience in a technical support and customer facing role
  • 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
  • Fluent English and Japanese

Preferred Qualifications

  • Bachelor’s Degree
  • Experience on a high-volume support team
  • Direct experience using Zendesk to reply to customer inquiries
  • Basic understanding of programming languages
  • SPECIFIC FOR JAPANESE TEAM: Bi-lingual Japanese/English language skills (proficiencies in written and verbal); ability to effectively communicate with Japanese speaking customers through all offered support channels (phone, chat, and email)

Top Skills

Programming Languages

What the Team is Saying

Sukrith
Veronica
Dan
Lisa
The Company
2,500 Employees
Remote Workplace
Year Founded: 2007

What We Do

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 2,500 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.

Why Work With Us

Our remote work model is a deliberate shift to provide greater flexibility, create a level-playing field, and evolve our culture to focus on people over places. Being a Virtual First company has allowed us to focus on our impact and effectiveness, by making investments in our employees according to what they need to do their best work.

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