Senior Product Support Specialist

As a Senior Product Support Specialist at Box, you will play a crucial role in delivering top-tier customer support. This includes troubleshooting customer issues, providing guidance on the Box product suite, and collaborating with various internal teams to advocate for customer needs. Your goal will be to enhance customer satisfaction and optimize the use of Box's innovative tools, ensuring a seamless experience for users.

The Senior Product Support Specialist role at Box requires at least two years of experience in a customer or product support position, with SaaS experience being a plus. We are looking for candidates who are technically skilled, have excellent communication abilities, and can manage multiple customer interactions efficiently. Familiarity with ticketing systems like JIRA or Zendesk and a solid understanding of cloud tools like MS Office 365 and Google Workspace are essential.

Box is committed to the professional growth of its employees, offering ongoing training and development opportunities specific to the Senior Product Support Specialist role. You'll have access to continued education on various topics, from technical tools to project management, and the chance to grow by collaborating with multiple departments within the company.

At Box, we foster a collaborative and inclusive work environment that emphasizes community and in-person interaction. As a Senior Product Support Specialist, you will be expected to work from the office in Chicago at least two days a week, engaging with colleagues to share ideas and best practices, and contributing to a vibrant team culture.

Box values diversity and is committed to a hiring process that encourages authenticity and inclusion. We actively promote a culture where all candidates, irrespective of their background, are encouraged to apply for the Senior Product Support Specialist role. Our aim is to build a diverse team that reflects our commitment to inclusivity.

In responding to this question, focus on specific instances where you successfully resolved customer issues and how those experiences have prepared you for the technical challenges at Box. Highlight your problem-solving skills and any relevant software knowledge that could enhance the customer experience.

When asked about task prioritization, explain your approach to assessing urgency, customer impact, and complexity of issues. Provide examples of how you stay organized and responsive to meet customers' needs effectively.

Discuss your proactive approach to personal development, such as attending webinars, participating in training sessions, and keeping an eye on industry news. Mention specific resources that have helped you stay informed and how this knowledge can benefit your role at Box.

Provide a detailed account of a complex customer problem you faced, how you approached it, and the outcome. Emphasize your troubleshooting process and communication strategies in keeping the customer informed and satisfied.

List the relevant tools you have experience with, such as ticketing systems or cloud services, and discuss how this expertise would enhance your effectiveness in the role at Box. Tie your answer back to how these tools can lead to better customer support experiences.

Explain your philosophy regarding customer satisfaction, how you gauge it, and what measures you take to ensure it remains high. Discuss your focus on empathy, thoroughness, and follow-up initiatives that reinforce a strong relationship with customers.

Convey your commitment to finding the right answers rather than guessing. Describe how you would utilize available resources, collaborate with colleagues, or seek guidance to ensure the customer receives accurate information.

Respond by highlighting your openness to feedback and willingness to learn from experiences. Explain how you use constructive criticism to improve your skills and how you acknowledge and celebrate your successes too.

Share your passion for helping others and your desire to make a meaningful impact through support work. Discuss how working at Box aligns with your career aspirations and values, contributing to a customer-centric culture.

Articulate your excitement about Box and its mission. Highlight specific aspects of the company's culture, values, or product that resonate with you, and explain how you see yourself contributing to Box's ongoing success.