Sr. Product Support Specialist (Admin) - job 1 of 2

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.

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:

• You have a BA/BS degree.

• 1-2 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 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 and ability to troubleshoot.

• Able to work independently and make decisions.

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

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, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice.