Product Support Representative - Japanese - Remote

Overview

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.

In Short

• 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
• Communicate customer reported issues internally and triage them to the correct team
• Document recurring issues to support product quality programs and maintain agent resources

Requirements

• 0-2+ years of work experience in a technical support and customer facing role
• Knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
• Strong communication skills and ability to convey complex technical information in user-friendly ways
• Ability to ask open-ended questions to get to the root of the matter
• Team player with a willingness to seek feedback and continuously learn
• Good judgment and ability to maintain confidentiality of sensitive customer data
• Fluent in English and Japanese

Benefits

• Opportunity to work in a dynamic and evolving environment
• Engagement with a diverse team
• Access to various tools and technologies
• Potential for career growth within the company