Product Support Specialist

Box•Chicago, IL

10d•$50,000 - $55,000•Hybrid

About The Position

Box is seeking a Product Support Specialist to provide best-in-class support for developers, administrators, and end users of Box products. This role involves supporting users through various channels on all aspects of Box products, offering innovative and creative solutions, and breaking through walls to solve customer problems without relying on scripts. The specialist will become a technical expert in a product domain, engage in customer-facing activities like product troubleshooting, and provide support to enhance customer use of the Box product. They will gain insights into how large customers utilize Box daily, acting as the voice of the customer for Product and Engineering Teams. Collaboration with internal teams such as Customer Success Managers, Software Engineers, Implementation Consultants, Solutions Engineers, Security Operations, Release Management, and Product Managers is key to optimizing service and fostering technical and professional development. The role also benefits from ongoing training and continued education in areas like tooling, web development, project management, and personal development.

Requirements

BA/BS degree or equivalent work experience.
1+ years experience in Product Support, Admin Experience Support, or a similar role a plus.
Technically savvy with a curiosity for how software works and passion for innovation.
Team player that collaborates well with other support tiers and cross-functional colleagues of varying experience.
Comfortable interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing).
Able 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 those learnings on customer cases.
Experience providing customers with exceptional enablement & correspondence.
Focus on always aiming to solve the problem at hand and preventing the next, with a 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 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.