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Role Description
The Product Support Representative role will provide exceptional support for the Reclaim platform. We use tools such as Slack, Intercom, Zoom and Linear 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 Reclaim based issues via Intercom and Zoom
- Achieve expert working knowledge of Reclaim, 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
- Drive projects that systematically improve customer experience in alignment with CX strategy
Requirements
- 4+ years of work experience in a technical support and customer facing role supporting Enterprise, Premium or White Glove level support
- Possess the technical acumen to leverage internal tooling to troubleshoot customer issues
- Demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
- Ask open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills
- Team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
- Excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes
- Have good judgment and the ability to maintain confidentiality of sensitive customer data
- Show real passion for our products and for creating extraordinary customer experiences
Preferred Qualifications
- Experience in training customers, individuals and/or partners in products or services or running customer events
- Avid Reclaim user and a vocal technology evangelist
Compensation
US Zone 1
This role is not available in Zone 1
US Zone 2
$74,600—$101,000 USD
US Zone 3
$66,400—$89,800 USD
Dropbox Colorado, USA Office
CO, United States
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
