Wrike is hiring a
Technical Support Engineer in Cyprus

Summary

The job is for a Customer Support Specialist at Wrike, responsible for providing technical support to customers via email, chat, or phone. The role involves collaborating with product teams and engineers, maintaining efficient cross-team collaboration related to customer needs, and working in the EMEA and AMER regions during specified hours.

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

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
• Experience working with tools like MS Teams, GSuite/Google SSO, Office 365/Azure, Adobe Creative Cloud, Salesforce, Workato, Sisense
• Additional languages such as German, French, Italian, and Japanese are a big plus

Benefits

• Health insurance for you and your family
• SIM card with unlimited internet access for employees (provided during your employment)
• 21 paid vacation days
• 5 uncertified sick days per year
• 10 fully-paid working days of sick leave per year
• School allowance of up to €600 per month (for children at school age)
• Up to 18 weeks of fully-paid maternity leave
• 2 weeks of fully paid paternity leave. Enhanced four weeks of fully paid paternity leave will be available for employees after 6 months of continuous service