Remote Technical Support Engineer

closed
Logo of Wrike

Wrike

πŸ“Remote - Estonia

Job highlights

Summary

Join the Wrike team as a Customer Support Specialist and help customers use the project management software, answer technical and billing questions, and develop efficient cross-team collaboration.

Requirements

  • 2+ years of experience with hands-on technical or functional product support in SaaS companies
  • English professional proficiency (C1+min.) with excellent verbal and written communication skills
  • Strong self-learning and information processing skills in a fast-paced environment
  • Ability to think critically, fix and resolve sophisticated problems in a changing environment, take initiative and identify issues
  • Customer-oriented mentality: we do revolve around providing an overall outstanding experience
  • Ability to grasp technical issues and understand their impact on the service being delivered to customers
  • Willingness and ability to learn constantly
  • A University Degree or broad theoretical job knowledge acquired through higher education
  • Background in computing (Mac & PC), networking, usage of various web-browsers, PC troubleshooting, firewalls and proxy servers

Responsibilities

  • Answer first-level incoming customer support requests via email, chat or phone
  • Assist customers who request support ranging from product questions to troubleshooting
  • Maintain and develop efficient cross-team collaboration related to customer needs
  • Collaborate with product teams and engineers to achieve efficient resolution of technical issues
  • Provide instructions and answer questions on application/product use
  • Help educate colleagues and teammates on technical cases
  • Keep current with product knowledge regarding features and functionality
  • Record details of interactions into Support's Ticket Management System
  • Participate in customer-centric projects, as well as internal process improvements

Preferred Qualifications

  • Fluency in any other European language
  • Understanding of Software-as-a-Service (SaaS)
  • Ability to build customer empathy and rapport under exciting circumstances
  • Ability to understand, interpret and communicate complex technical information in user-friendly ways
  • Ability to understand customers’ problems, advocate for them within organization and offer a perfect solution for their unique needs
  • Ability to excel in a data-driven, metrics-oriented environment
  • High organization skills and greatness at keeping track of large and small tasks
  • Ability to thrive in a collaborative environment to reach team goals ahead of individual goals
  • SAML SSO and API knowledge
  • Experience working with tools like MS Teams, GSuite/Google SSO, Office 365/Azure, Adobe Creative Cloud, Salesforce, Workato, Sisense

Benefits

  • 28 calendar days of paid vacation
  • Sick leave compensation
  • Life insurance plan
  • Health insurance plan
  • Fitness plan (800 EUR/year)
  • Parental leave
  • 2 volunteer days
  • Full-remote & On-demand access to Co-working space
  • Utility allowance (30 EUR/month, subject to taxation)
This job is filled or no longer available