Wrike is hiring a
Technical Support Engineer in Estonia

Summary

The job is for a Customer Support Specialist at Wrike, a work management platform company. The role involves handling customer support via email, chat, and phone, assisting with technical and billing questions, and collaborating with product teams to resolve issues. The position requires 2+ years of experience in SaaS technical support or related roles, strong communication skills, ability to think critically, and a customer-oriented mentality.

Requirements

• 2+ experience in SaaS technical support, IT Helpdesk, QA and/or customer-facing technical roles
• English bilingual level 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

• Answering first-level incoming customer support requests via email, chat or phone
• Assisting customers who request support ranging from product questions to troubleshooting
• Maintaining and developing efficient cross-team collaboration related to customer needs
• Collaborating with product teams and engineers to achieve efficient resolution of technical issues
• Providing instructions and answering questions on application/product use
• Helping educate colleagues and teammates on technical cases
• Keeping current with product knowledge regarding features and functionality
• Recording details of interactions into Support’s Ticket Management System
• Participating in customer-centric projects, as well as internal process improvements

Preferred Qualifications

• 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

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)