Uncubed
           

Product Support Specialist

Box, London

A Cloud Content Platform for the Digital Age


 

It's an amazing time to be working at Box and transforming the content management landscape can't be done without providing best-in-class support for our developers, administrators, and end users. In this role, you ruthlessly pursue user delight and bridge the gap between our most strategically important customers and our Product team. Box Product Support is redefining what it means to be technical support.  
We are intelligent, resourceful, clever, and committed. We break through walls to solve our customers' problems. We don't follow scripts. We listen, understand, and act as internal advocates for some of the world's largest enterprises. We are evaluated on our ability to GSD, not churn through cases.
 
Beyond solving your customer's problems via phone and email, you continually analyze quantitative and qualitative user trends and share them with the Product, Engineering, Marketing, and others. You are a product expert and can articulate your customers' business need. You are a user advocate and a consultant for Box's full suite of web and desktop applications and services.
 
Why Product Support needs you 
We are a team of highly motivated individuals that provide best in class support for Box's customers. Members of our team always put the customer first; acting with the utmost urgency with any customer escalation. Our team is focused on building relationships with customers through honesty and transparency; always looking to solve the current problem and prevent the next. 
 
Why Box needs you
Box is growing fast. Real fast. Every business in the world is looking to modernize the way that they work. As the leader in cloud content management, Box is the only company that can help enterprises transform how people work together. We need to empower our customers through this transformation journey. That’s where you come in.
 
Why you need Box 
In this customer facing role, you will be both support representative and consultant for a variety of subjects related to the Box web application, desktop clients, mobile applications, and other tools.
You will provide awesome support to Box customers, using your great communication skills to speak to users about technical issues in a way they can understand.
You will resolve web based and phone requests via Zendesk (our CRM), Community, phone, screenshares and other tools. 
 
Have a blast making one of the fastest rising cloud content companies even better!
 
Who you are
You enjoy customer interaction and like solving tough issues. You can turn a frustrated customer into a Box advocate. You are smart, resourceful and charismatic. You communicate issues to engineers on a technical level yet speak clearly to customers. You are a self-starter and can easily motivate yourself when given a project or a task. 
 
Here's the fine print...
  • BSc Degree in Computer Science or an equivalent history of related experience required
  • Experience in SaaS support or customer service
  • Demonstrate account and strategic management
  • Significant level of comfort interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing) 
  • Speaking an additional European language (German)
  • Demonstrated passion for troubleshooting issues
  • Demonstrated ability managing priorities in a fast-paced environment
  • High attention to detail and ability to troubleshoot
  • Excellent written and verbal communication skills
  • Demonstrated passion for troubleshooting issues
  • A strong sense of empathy with customers
 

About Box

Box is an enterprise content management platform that solves simple and complex challenges, from sharing and accessing files on mobile devices to sophisticated business processes like data governance and retention.

Since 2005, Box has made it easier for people to securely share ideas, collaborate and get work done faster. Today, more than 41 million users and 74,000 businesses—including 59% of the Fortune 500—trust Box to manage content in the cloud.

Want to learn more about Box? Visit Box's website.