Product Support Specialist II

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

Box is growing fast. Real fast. Every business in the world is looking to modernise 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.

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. 

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  As a customer-facing representative, your primary responsibility will be to support and advise Box users across various platforms, including the web application, desktop clients, mobile applications, 3rd-party integrations, and additional tools.

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  Engage with customers using your exceptional communication skills to explain technical issues in a user-friendly manner, ensuring clarity and understanding.

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  Address and resolve user requests through multiple channels, including Zendesk, Community forums, phone support, screensharing sessions, and other.

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  Actively contribute to the ongoing success of Box as one of the fastest-rising cloud content companies by providing outstanding support and assistance.

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  Collaborate with users to troubleshoot issues and provide effective solutions.

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  Stay abreast of the latest features and updates in Box products to offer accurate and timely support, enhancing the overall customer experience.

• 2+ years experience in SaaS support or related technologies

• Excellent written and verbal communication skills in English.

• Comfortable engaging with a high volume of customers through various channels such as phone, email, and web-based screen-sharing.

• Team player with the ability to collaborate effectively with colleagues of varying experience levels across different support tiers.

• Can distinguish between technical/non-technical users and are able to diversify your approach depending on the audience

Preferred skills

• Fluent in another Europe language

• Experience working with public API's and object oriented programming

• Experience working with GCL and other relevant technology tools

• Experience working with AI-powered products, automation tools, or intelligent workflows

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.

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