Job description
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
