Remote Technical Support Engineer

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 knowledge base while working with clients.

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 in a fast-paced environment 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 Japanese, German, French, Portuguese OR Italian
• 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)