CX Tier 2 Agent

Recruiter
Dropbox
Location
Dublin
Salary
Negotiable
Posted
23 Jul 2021
Closes
30 Jul 2021
Ref
BBBH3579
Contact
Alison Byrne
Sector
IT
Job Type
Temporary
Hours
Full-time
CX Tier 2 Agent

We are looking for Tier 2 Agent to come join our team on a rolling 6-month contract basis working fully remote from anywhere in Ireland!

You will be working with a thoughtful, tightly-knit team that's committed to realising ambitious ideas. The Customer Experience team simplifies how users and customers interact with Dropbox. They focus on understanding the customer journey as well as where they can simplify interactions and improve the Customer Experience.

Dropbox is now a Virtual First company, which means work outside of an office will be the primary experience for all employees.

Responsibilities:

  • Gain a solid knowledge of the full suite of Dropbox product offerings
  • Gain in-depth knowledge of one product area (e.g. Billing & Payments, Mobile, HelloSign, etc.)
  • Communicate complex technical information to technical and non-technical users
  • Delight users providing support on multiple channels including email, phone and chat
  • Give guidance to T1 agents on escalated tickets
  • Provide a high quality and friendly user experience

Requirements:

  • 1 years experience, preferably in a tech support related role
  • Fluency in English is required
  • You have existing interest/knowledge of Dropbox
  • You can communicate complex technical information in user-friendly ways
  • You can complete set tasks in a timely and effective manner

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