Associate Technical Support Engineer

Department: Tech Support

Req ID: R29724

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Associate Technical Support Engineer

  • Raleigh, North Carolina, United States
  • Full_time

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for:

You have 1-2 years of Technical Support experience with excellent written and verbal communication skills. You are passionate about providing an excellent customer experience. You are interested in expanding your technical knowledge.

If you love technology, strive to provide an incredible technical support experience and work hard to exceed customer expectations, then this is the job for you!

Position Overview

Our Associate Technical Support Engineer provide an outstanding Technical Support experience for our Citrix Content & Collaboration and RightSignature products via inbound phone, email, or chat queue-based channels.

Role Responsibilities

  • Answers first level incoming customer support requests in a fast-paced environment via phone, email, or chat. Assist customers who request support ranging from product training and troubleshooting, account-services related requests (license management), and requests to cancel service as detailed below.
  • Supports ongoing management and retention activities, including research to determine the root cause of the issue or problem. Identifies best approach for retaining business based on client’s situation.
  • Takes initiative and identifies potential issues
  • Works on issues that range from answering product questions to providing basic to moderately complex technical support when the customer is experiencing difficulty using a product and calls through the Customer Service lines
  • Provides instruction on use and application of products; answers questions; issues temporary passwords; makes recommendations regarding subscription plan to current or prospective customers
  • Assist other teams with issues like billing or contract questions
  • Performance is primarily measured through Net Promoter surveys to customers, but also include measurements around production, availability, accuracy in responses provided to the customer, contributions to team, and contributions to product improvements
  • Keeps current with product knowledge regarding features and functionality, as well as billing and promotional programs
  • Records details of interactions into the Salesforce.com Case Management System
  • May mentor more junior members of the team
  • May participate in Beta testing of both new and existing products
  • Participates in customer-focused projects of interest
  • Engage in projects related to customers as well as internal process improvements
  • Completes other duties as assigned

Basic Qualifications

  • Requires broad theoretical job knowledge obtained through advanced education.
  • Requires a University Degree or equivalent experience and less than 2 years prior relevant experience.
  • 1-2 years Customer Service/Technical Support role within the technology industry
  • Background in computing (Mac & PC), networking, using various web-browsers, PC troubleshooting, firewalls and proxy servers

 

Preferred Qualifications

  • Customer-focused – what we do revolves around providing an excellent customer experience!
  • Ability to create customer empathy and rapport under challenging circumstances
  • Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
  • Ability to excel in data-driven, metrics oriented environment
  • Ability to excel in a team environment and put team goals ahead of individual goals
  • Demonstrates interest in Software-as-a-Service (SaaS)
  • Experience using Microsoft Office or other word processing tools required; Word, Excel and Outlook experience desired
  • Demonstrated ability to listen, assess, determine and communicate corrective measures
  • Basic mathematical skills
  • Must have good verbal and written communication skills
  • English-speaking proficiency; bilingual skills a plus
  • 1-2 years customer service/technical support role within the technology industry

Functional Area:


 

Tech Support


What you’re looking for:
Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process. 

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within. 

The Benefits
We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Education assistance
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**Please note that benefits may vary based on location.

President Biden released an Executive Order stating that federal contractors must require COVID-19 vaccinations for all US employees. As a company that works on federal contracts, we have a legal requirement to comply with the Executive Order. To be considered for this career opportunity, you must be fully COVID-19 vaccinated or have an acceptable medical or religious accommodation. Learn more about our COVID-19 policies.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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