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Wrike is seeking a Technical Support Engineer to join their team in Prague. The successful candidate will focus on building relationships with customers, assisting them with the Wrike project management software, and resolving any issues they may encounter.
This role involves answering technical and billing questions, discussing product benefits, resolving tickets, handling complaints, and expanding the knowledge base, all while working during 13:00 -21:00 CET.
Responsibilities include:
- Handling first-level customer support requests via email, chat, or phone.
- Assisting customers with product questions and troubleshooting.
- Maintaining efficient cross-team collaboration.
- Collaborating with product teams and engineers to resolve technical issues.
- Providing instructions and answering questions on application/product use.
- Educating colleagues and teammates on technical cases.
- Staying current with product knowledge.
- Recording details of interactions in the ticket management system.
- Participating in customer-centric projects and process improvements.
Requirements:
- 2+ years of technical or functional product support experience in SaaS.
- English professional proficiency (C1+ min.) with excellent communication skills.
- Strong self-learning and information processing skills.
- Critical thinking and problem-solving abilities.
- Customer-oriented mentality.
- Ability to understand technical issues and their impact.
- Willingness to learn constantly.
- University Degree or broad theoretical job knowledge acquired through higher education.
- Background in computing (Mac & PC), networking, web-browsers, PC troubleshooting, firewalls and proxy servers.
The role offers:
- 25 days of holidays
- Sick leave compensation
- Cafeteria (Benefit plus)
- Private healthcare membership (Canadian Medical)
- Meal vouchers 220 CZK per working day
- Pension plan
- Mobile tariffs „Lítačka” transportation annual coupon reimbursement
- Multisport card
- Parental leave
Wrike Careers Page
Wrike is a powerful work management platform designed for teams and organizations seeking enhanced collaboration and productivity. By centralizing work processes, Wrike eliminates complexity and empowers individuals to focus on purposeful tasks. The company fosters a hybrid work environment, encouraging collaboration and innovation. Wrike values customer focus, collaboration, creativity, and commitment, promoting ownership at every level. They are dedicated to providing extraordinary work management solutions and helping customers achieve success.