Product Support Specialist
Box
About the Role
Box is seeking a Product Support Specialist to provide best-in-class support for our developers, administrators, and end users. This role involves supporting users through various channels on all aspects of Box products, offering innovative and creative solutions to customer problems.
Key Responsibilities
- Become a technical expert on a product domain of the Box product suite and rapidly grow technical and product knowledge over time.
- Engage on customer-facing activities, such as product troubleshooting and providing support to enhance their use of the Box product.
- Gain insights into how our largest customers utilize Box on a daily basis, becoming the voice of the customer for Product and Engineering Teams.
- Collaborate directly with internal teams such as Customer Success Managers, Software Engineers, Implementation Consultants, Solutions Engineers, Security Operations, Release Management, and Product Managers to optimize service.
- Develop both technically and professionally through internal connections and ongoing training.
Requirements & Tech Stack
- Technically savvy with a curiosity for how software works and passion for innovation.
- Comfortable interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing).
- Ability to devise creative solutions/workarounds when the product may not align with customer expectations.
- Strong desire to learn and grow, with the ability to apply learnings on customer cases.
- Experience providing customers with exceptional enablement & correspondence.
- Focus on solving problems and preventing future issues, with high attention to detail.
- Excellent written and verbal communication skills.
- High attention to detail, ability to troubleshoot, and utilize resources.
- Self-starter, motivated to work independently and make decisions.
- Demonstrated ability managing priorities and adapting in a fast-paced environment.
Qualifications
- BA/BS degree or equivalent work experience.
- 1+ years experience in Product Support, Admin Experience Support, or a similar role is a plus.
- Team player that collaborates well with other support tiers and cross-functional colleagues.