CXC Support Agent
Job Details
Manpower @ Dropbox are seeking a CXC Support Agent to join our team on a 12-month contract. This is a remote role but you must be based in the Republic of Ireland.
In this role, you will provide exceptional support for the FormSwift product and our customers. We use tools such as Zendesk, AWS Connect and TeamSupport to communicate with our users, and Zoom and Slack to 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, holidays or overtime.
Responsibilities
- Achieve expert working knowledge of FormSwift.
- Handle day-to-day support for FormSwift customers by phone, chat or ticket/email. Increase overall customer happiness by meeting and exceeding customer support metrics and service levels.
- Identify and report trends in support cases, and partner closely with team leadership to file bugs or reports ASAP.
- Identify opportunities for automation.
- Assist in standardising the language used in our support responses.
- Support additional reps in scaling our support team in time
Requirements
- You demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
- Experience in a technical support and customer facing role
- You can adapt and prioritise, communicating effectively across the team
- You have knowledge of, or experience with, troubleshooting web based apps
- 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
Company
Dropbox is a technology company that builds simple, powerful products for people and businesses. 500 million people around the world use Dropbox to work the way they want, on any device, wherever they go. With 200,000 businesses on Dropbox Business, they’re transforming everyday workflows and entire industries.
Dropbox believe technology should get out of the way, so there’s no limit to what people can do. They’re a thoughtful, tightly-knit team that’s committed to realizing ambitious ideas. Dropbox partner with ManpowerGroup, a world leader in workforce solutions, to support our contractor recruitment programme across EMEA.
Take a look at the current contractor opportunities – we would love to hear from you.
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