Technical Support Engineer
Citrix Systems
San Francisco, Costa Rica
hace 4 días

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device.

Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device : YOU!

What we're looking for :

We're looking for an outstanding Associate Technical Support Engineer! You love solving problems, enjoy learning new technologies and working in a collaborative team environment.

You have 1-2 years of technical support experience with extraordinary interpersonal skills and are passionate about providing an outstanding customer experience.

The schedule for this role is Monday - Friday from 9am - 6pm.

Position Overview

Our Associate Technical Support Engineer provides an outstanding Support experience for our Citrix+Wrike project management software clients via inbound queue-based channels.

Role Responsibilities

Answers first level incoming customer support requests in a fast-paced environment via phone, email, or chat. Assist customers who request support ranging from product questions and troubleshooting.

Supports ongoing management and retention activities, including research to resolve root cause of the issue or problem. Identifies the best approach for retaining business based on client’s situation.

Works on issues that range from answering product questions to providing basic to moderately complex technical support when the customer is experiencing difficulty using a product and calls through the Technical Support lines.

Provides instruction on use and application of products and answers questions.

Keeps current with product knowledge regarding features and functionality.

Records details of interactions into the Support Ticket Management System.

Participates in customer centric projects, as well as internal process improvements.

Basic Qualifications

1 to 2 years technical support role within the technology industry.

English professional proficiency (B2+min.) with excellent verbal and written communication skills.

Requires a University Degree or broad theoretical job knowledge acquired through higher education.

Background in computing (Mac & PC), networking, using various web-browsers, PC troubleshooting, firewalls and proxy servers

Customer oriented what we do revolves around providing an overall outstanding experience!

Ability to think critically, fix and resolve sophisticated problems in a changing environment, take initiative and identify issues.

Preferred Qualifications

Ability to build customer empathy and rapport under exciting circumstances.

Ability to excel in data driven, metrics oriented environment. Ability to thrive in a collaborative environment to reach team goals ahead of individual goals.

German, French, Portuguese or Italian professional proficiency.

Demonstrates interest in Software-as-a-Service (SaaS).

Basic SAML SSO and API knowledge is an advantage.

Experience working with tools which Wrike has integrations with is also an advantage - MS Teams, GSuite / Google SSO, Office 365 / Azure, Adobe Creative Cloud, Salesforce, Workato, Sisense.

What you’re looking for :

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do including how we work.

If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area : Tech Support

Tech Support

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