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
- 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 continuous 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. 2 additional weeks which are provided by Wrike of fully paid paternity leave will be available for employees after 6 months of continuous service
Your recruitment buddy will be Arjola Stejskal, Talent Acquisition Specialist
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