Technical Support Engineer (23:00pm - 07:30am EEST)

Ready to become a Wriker?

As a part of our team, you’ll be building relationships with our customers, helping them use the Wrike project management software, and assisting them with any challenges they encounter. This includes answering technical and billing questions, discussing the benefits of the product to help turn prospective customers into paid customers, solving tickets, dealing with complaints, and further developing our knowledge base while working with clients during 23:00pm - 07:30am (local CY/EE time).

More about Your team

Our team strives to provide excellent customer service through email, chat and phone. We are friends with both people and computers, and measure our success based on the customer’s success. We aim to make every customer’s story end happily.

How You’ll make an impact

• By answering first-level incoming customer support requests in a fast-paced environment via email, chat or phone. 
• By assisting customers who request support ranging from product questions to troubleshooting.
• By maintaining and developing efficient cross-team collaboration related to customer needs.
• By collaborating with product teams and engineers to achieve efficient resolution of technical issues.
• By providing instructions and answering questions on application/product use.
• By helping educate colleagues and teammates on technical cases.
• By keeping current with product knowledge regarding features and functionality.
• By recording details of interactions into Support’s Ticket Management System.
• By participating in customer-centric projects, as well as internal process improvements.
  
  

You will achieve your best if you have

• 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. 
  

You will stand out with

• 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. 
  

What’s next?

• Recruiter screening (30 min)
• Live chat interview
• Final interview
  
  

Your recruitment buddy will be Arjola Stejskal, Talent Acquisition Specialist

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