Remote Technical Support Engineer
Wrike
πRemote - Estonia
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Job highlights
Summary
Join Wrike's team as a Customer Support Specialist and build relationships with customers, help them use the Wrike project management software, and assist them with any challenges they encounter.
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 customersβ 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
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