Product Resident Expert: Productivity

 
Overview 
 
Our mission in Dropbox is to simplify the way people work together. With a user base of over 400 million, the Customer Experience (CX) team simplifies how our users and customers interact with Dropbox. We focus on understanding the customer journey as well as where we can simplify interactions and improve
 
Role Description 
 
As a Product Resident Expert (PRE) you will partner with your counterparts in the Austin office to own select components of the Teams and Productivity pillars, from preparing for new launches to technical troubleshooting and escalations. You will act as the primary point of contact for specific queries related to your Productivity areas of ownership, working closely with both our frontline support agents and the relevant product teams advocating for the needs of our users. The PRE will ensure a high level of Teams/Productivity knowledge exists across all of our support locations, developing and delivering training to customer facing teams.
 
Responsibilities
  • Serve as the point of contact for product questions and ticket escalations from support agents
  • Uncover new and innovative ways to gather product feedback from all of our support channels
  • Develop processes that create improvements in the quality of support for the product
  • Identify appropriate metrics to measure the level of service and quality of escalations from Support Agents
  • Work with the Content team to refine one to many support strategy for the product
  • Create and review user facing content proposed by support agents or generated from observing user inquiries 
  • Own training for your product area, facilitating the training when needed
  • File bugs as needed and work with the Product teams to gather information about outages/emergencies

Requirements

  • You know and love the Dropbox website and product
  • You have a detailed technical knowledge of various desktop Operating Systems (Windows, OSX, Linux etc) and basic network communication standards
  • You have strong communication skills with the ability to work with both technical and non-technical audiences
  • You are able to leverage product specific tools to diagnose issues and differentiate between a bug, a feature request, and a user misunderstanding
  • You have research skills including being comfortable with reading some basic code from time to time

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