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Wrike is seeking a Technical Support Engineer to join their team in Nicosia. The Technical Support Engineer will be responsible for building relationships with customers and helping them use the Wrike project management software. This role involves answering technical and billing questions, discussing the benefits of the product, solving tickets, dealing with complaints, and further developing the knowledge base, whilst working with clients.
The role is customer focused and will collaborate with product teams and engineers. The engineer will work during 14:00-22:00 EEST.
Responsibilities include:
- Answering customer support requests via email, chat, or phone
- Assisting customers with product questions and troubleshooting
- Maintaining and developing 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
- Keeping current with product knowledge
- Recording details of interactions into the Ticket Management System
- Participating in customer-centric projects and process improvements
Requirements:
- 2+ years of experience with technical or functional product support in SaaS
- English professional proficiency (C1+ min.)
- Strong self-learning and information processing skills
- Ability to think critically and resolve sophisticated problems
- Customer-oriented mentality
- Ability to grasp technical issues and understand their impact
- Willingness and ability to learn constantly
- A 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
Wrike are offering the following perks:
- Health insurance for you and your family
- SIM card with unlimited internet access
- 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
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.