Technical Support Engineer

October 10

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Wrike

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project management • team collaboration • task management • work management • Gantt charts

1001 - 5000

💰 $15M Series B on 2015-05

Description

• Answering first-level incoming customer support requests in a fast-paced environment 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.

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.

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