Associate Technical Support Engineer
Citrix Systems
San Francisco, Costa Rica
hace 6 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 :

You have 1-2 years of Technical Support experience with excellent written and verbal communication skills. You are passionate about providing an excellent customer experience.

You are interested in expanding your technical knowledge.

If you love technology, strive to provide an incredible technical support experience and work hard to exceed customer expectations, then this is the job for you!

Position Overview

Our Associate Technical Support Engineer provide an outstanding Technical Support experience for our Citrix Content & Collaboration and RightSignature products via inbound phone, email, or chat 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 training and troubleshooting, account-services related requests (license management), and requests to cancel service as detailed below.

Supports ongoing management and retention activities, including research to determine the root cause of the issue or problem.

Identifies best approach for retaining business based on client’s situation.

Takes initiative and identifies potential issues

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 Customer Service lines

Provides instruction on use and application of products; answers questions; issues temporary passwords; makes recommendations regarding subscription plan to current or prospective customers

Assist other teams with issues like billing or contract questions

Performance is primarily measured through Net Promoter surveys to customers, but also include measurements around production, availability, accuracy in responses provided to the customer, contributions to team, and contributions to product improvements

Keeps current with product knowledge regarding features and functionality, as well as billing and promotional programs

Records details of interactions into the Salesforce.com Case Management System

May mentor more junior members of the team

May participate in Beta testing of both new and existing products

Participates in customer-focused projects of interest

Engage in projects related to customers as well as internal process improvements

Completes other duties as assigned

Basic Qualifications

1-2 years technical support role within the technology industry

Basic mathematical skills

English-speaking proficiency (B2+). Good verbal and written communication skills

Requires broad theoretical job knowledge obtained through advanced education.

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

Experience using Microsoft Office or other word processing tools required; Word, Excel and Outlook experience desired

Requires a University Degree or equivalent experience and less than 2 years prior relevant experience.

Customer-focused what we do revolves around providing an excellent customer experience!

Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment

Preferred Qualifications

Ability to create customer empathy and rapport under challenging circumstances

Ability to excel in data-driven, metrics oriented environment

Ability to excel in a team environment and put team goals ahead of individual goals

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

Demonstrated ability to listen, assess, determine and communicate corrective measures

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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