Customer Service Representative - Trilingual

Department: Customer Service

Req ID: R32976

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Customer Service Representative - Trilingual

  • San Francisco, Heredia, Costa Rica
  • 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:

We're looking for an outstanding Customer Service Rep. Looking to learn about new technologies, are passionate about customer service and eager to lead a collaborative team? Then we'd love to speak with you!

Position Overview

Respond to customer inquiries through different channels, provide problem resolution in accordance with the Organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to relevant team. Keep up to date on our Citrix products and services. Analyze customer service needs for communication to different teams. Requires ability to navigate a computerized data entry system or other relevant applications.

Primary Responsibilities

  • Handles inbound customer inquiries via phone and email while adhering to established Service Level Agreements and critical metrics.

  • Responsible for case management while complying to established Quality Assurance guidelines.

  • Determines root cause and provides resolution for customer issues.

  • Able to resolve customer inquiries with minimal to moderate guidance.

  • Contributes to knowledge management system in the form of updating or crafting policies and procedures.

  • Work optimally in a team environment and collaborate cross-functionally.

  • Analyze information and evaluate results to resolve client problems.

Basic Qualifications

  • University Education or 1-2 years of customer service experience in a call center or fast-paced environment.

  • In depth knowledge of Microsoft Windows and Office suites, various operating systems and networking, along with a strong technical aptitude.

  • Experience with CRM system.

  • Advanced English and Portuguese verbal and written communication skills (B2+) as well as excellent listening skills. Advanced Portuguese proficiency is a plus.

  • Disposition to work flexible schedules.

  • Excellent customer service skills and able to interact with customers in a professional manner; able to discuss product specifications to a non-technical audience.

  • Excellent interpersonal skills with the ability to prioritize, coordinate, and complete tasks.

Functional Area:

Customer Service

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
  • 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.

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

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 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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