Senior Customer Support Engineer
Job Description
Ready to become a Wriker?
We are looking for a Senior Customer Support Engineer. As a part of our team, you'll be building relationships with our top customers, helping them use the Wrike project management software. Your primary goal is to provide personalized technical support to assigned accounts via email, chat and calls, owning and resolving their Support cases efficiently using all available resources and account history to ultimately remove usage obstacles, boost product adoption, and meet retention goals.
How you'll make an impact
- 3+ years experience working in Technical Customer Support or Customer Success roles is a MUST;
- Fluent spoken and written English at C1 or above is a MUST;
- Higher education in linguistics/marketing/PR/IT;
- Excellent customer service skills: the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious;
- Ability to understand customers’ problems and offer a perfect solution for their unique needs;
- Ability to own and handle cross-functional tasks, advocate the Customer's position to multiple stakeholders, clearly identify and communicate priorities and risks, and drive each case to resolution.
- Advanced PC/MAC user skills.
- Experience in supporting SaaS solutions is a benefit.
- Knowledge of SAML SSO, Azure AD, JIT, SCIM, PowerBi, basic API knowledge is a benefit;
You will achieve your best if you have
- Provide end-to-end technical support to a designated list of strategic accounts
- Own resolution of lengthy and complex cases of strategic customers
- Monitor customer metrics and provide recurrent reports
- Engage in project work to improve and build new processes
- Contribute to the knowledge-sharing culture
- Provide onboarding for newcomers
- Continue to develop both your soft and hard skills on the job
Perks of working with Wrike
- 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)
Your recruitment buddy will be Arjola Stejskal, Talent Acquisition Specialist
#LI-AS1
Who Is Wrike and Our Culture
Wrike promotes a hybrid work mode for those that live near an office hub, we meet in the office 2-3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.
Our persona
Our culture and Values
🤩 Customer-Focused
We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.
🤝 Collaborative
We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.
🎨 Creative
We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions.
💪 Committed
We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.
