Technical Support Engineer - Enterprise
Citrix Systems
San Francisco, Costa Rica
hace 3 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 Technical Support Engineer! Do you have 2 years of experience in Customer-facing roles (tech support, sales, customer success or professional services), with excellent written and verbal communication skills?

Are you passionate about turning the success of a customer into success of the entire company? You welcome challenge and ready to find a solution to any task imaginable?

You are interested in growing your technical knowledge in SaaS word? Then this job is for you!

Position Overview

As a part of the team, you will be building relationships with our top customers, helping them use the Wrike project management software, and assisting them with any challenges they encounter, and contributing to the Customer Success team's goals for customer retention.

This includes answering product questions, handling account-wide operations, assisting with product issues, collecting details for engineers, handling critical issues, passing product feedback, sending recurrent reports on Support metrics, and representing Support during customer business reviews.

Primary Responsibilities :

Provide support to a designated list of strategic accounts.

Resolve lengthy and sophisticated cases with strategic customers.

Supervise customer metrics and provide recurrent reports.

Engage in project work to improve and build new processes.

Contribute to the knowledge-sharing culture.

Provide newcomers with onboarding.

Basic Qualifications :

2-3 years of proven ability working in customer facing roles in IT.

English professional proficiency with excellent verbal and written communication skills.

University education in linguistics / marketing / PR / IT.

Excellent customer service skills : the ability to be empathetic, accurate, understanding, responsive, inventive, and meticulous.

Ability to understand customers’ problems and offer a flawless solution for their outstanding needs.

Ability to own and handle multi-functional tasks, advocate the Customer's position to multiple partners, clearly identify and communicate priorities and risks, and drive each case to resolution.

Advanced PC or MAC user skills.

Preferred Qualifications

Experience in supporting SaaS solutions.

Basic API knowledge.

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, PowerBi.

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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