Senior Customer Support Engineer

Wrike • Remote (Estonia - Remote) • 3w ago

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;