Product Support Representative (Japanese Language) - Location Flexible

Sydney, Australia; Remote - APAC

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Posted 1 week ago

Role Description

As part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are now expanding two of our support teams, both of which are responsible for responding to customer product inquiries and technical support issues via phone, email and chat. Our operation is 24x7 so the role can include shift work, working weekends and holidays. 

Responsibilities 

  • Deliver initial contact technical support as well as escalated support for Dropbox product based issues via phone, email and chat
  • Troubleshoot customer’s issues and provide customized recommendations and solutions to enable frictionless customer engagement with the product
  • Document customer information and recurring technical issues to support product quality programs and product development
  • Communicate complex technical information in user-friendly ways to both technical and non-technical customers
  • Communicate customer reported issues internally and triage them to the correct team
  • Adhere to and exceed set KPI targets and complete tasks in a timely and effective manner

Requirements 

  • Bi-lingual Japanese/English language skills (proficiencies in written and verbal); ability to effectively communicate with Japanese speaking customers through all offered support channels (phone, chat, and email)
  • 2+ years of work experience in a technical support and customer facing role
  • Demonstrate strong communication skills and an ability to convey complex technical information in user-friendly ways
  • You have a knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS 
  • You have the ability to quickly develop an understanding of customers’ objectives through effective listening and questioning skills and provide a customized solution
  • You have proven experience solving analytical problems using quantitative approaches
  • You excel at working in an ambiguous and changing environment as the business grows and evolves
  • You show real passion for and love Dropbox software and for creating extraordinary customer experiences!
Job tags: English language Excel MacOS Windows
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