Product Support Specialist (Client, On-Prem)

WHAT IS BOX?

Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal. 

By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers 100,000+ businesses, including many top Fortune 500 companies who trust our secure collaboration platform to manage the entire content lifecycle.

WHY BOX NEEDS YOU 

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. 

WHAT YOU'LL DO 

In this role, you will become an expert on an area of the Box product suite and grow knowledge overtime. You will work on customer-facing activities like troubleshooting and supporting them to optimize their use of Box. You will learn how our largest customers use Box on a day-to-day basis and you will become the voice of the customer to our Product Teams. You will collaborate directly with not only our users but also with other internal teams such as Customer Success Managers, Engineers, Implementation Consultants, and Product Managers to optimize our service. You will develop technically and professionally with these internal connections and benefit from supplemental training on topics and opportunities such as tooling, web development, project management, and personal development. The Product Support Specialist, within the Client Team, works closely with users and their IT teams to troubleshoot and investigate issues occurring on their devices related to on-premise applications, such as Box Drive, and Box for Mobile.

WHO YOU ARE 

You are curious, resourceful, and enthusiastic about helping others. You are the type of person that likes to take things apart and rebuild them to see how they work. You enjoy learning new technologies. 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. While you may never have considered a role in technical support, you are excited by the idea of revolutionizing how a company resolves its customers' technical needs.

Fine print:

• 1+ years experience in Customer/Product Support role, SaaS Experience a plus!

• You are technically savvy with a curiosity for how software works and passion for innovation.

• You have excellent written and verbal communication skills, with a great understanding of grammar.

• You have high attention to detail and ability to troubleshoot.

• Significant level of comfort interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing.)

• Able to work independently, make swift decisions, and adapt quickly to changing demands.

• Demonstrated ability managing priorities and adapting in a fast-paced environment.

• Experience working Ticketing systems (JIRA/Zendesk)

• Working knowledge with MS Office 365, Azure, One Drive, and Google Workspace, including Google Drive.

• In-depth knowledge of computer hardware, software, and networks. IT experience is a plus!

• Experience with Mobile Device Management, Enterprise Mobile Management, and Mobile OS systems: iOS and Android is a plus!

Head-over-heels about this role — but not sure you meet all the requirements? Apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Box, we take a big-picture approach to hiring that fosters authenticity, diversity, and inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, ag