Product Support Specialist

Box•Chicago, IL

10d•Hybrid

About The Position

It's an amazing time to be working at Box and transforming the content management landscape cannot be done without providing best-in-class support for our developers, administrators, and end users. In this role, we support our users through a variety of channels on all aspects of Box products. We are intelligent, resourceful, clever, and committed. We provide innovative and creative solutions and break through walls to solve our customers' problems. We do not follow scripts.

Requirements

You have a BA/BS degree or equivalent work experience.
1+ years experience in Product Support, Admin Experience Support, or a similar role a plus.
You are technically savvy with a curiosity for how software works and passion for innovation.
You're a team player that collaborates well with other support tiers and cross-functional colleagues of varying experience.
You are comfortable interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing).
You are able to devise creative solutions/workarounds when the product may not align with customer expectations.
You possess a strong desire to learn and grow with the ability to apply those learnings on customer cases.
You have experience providing customers with exceptional enablement & correspondence.
Your north star is a focus on always aiming to solve the problem at hand and preventing the next, with a high attention to detail.
You have excellent written and verbal communication skills.
You have high attention to detail, ability to troubleshoot, and utilize resources.
You are a self-starter, motivated to work independently and make decisions when given a project or task.
Demonstrated ability managing priorities and adapting in a fast-paced environment.

Responsibilities

Become a technical expert on a product domain of the Box product suite and rapidly grow technical and product knowledge overtime.
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.
Learn how our largest customers use Box on a day-to-day basis and become the voice of the customer to our 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 our service.
Develop both technically and professionally through these internal connections.
Benefit from ongoing training and continued education on topics and opportunities such as tooling, web development, project management, and personal development.