Customer Support Agent with English - Americas

Department: Tech Support

Req ID: R30909

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Customer Support Agent with English - Americas

  • Estonia
  • 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 are looking for a Customer Support Agent to join our diverse team. Are you a compassionate person with superb communication skills and you also speak English fluently? You feel delighted when helping people and can stay organized in a dynamic environment. If this is all about you then we want to speak with you right away!

Role Overview

As a part of our team, you'll be building relationships with our customers, helping them use the Wrike project management software, and assisting them with any challenges they encounter. This includes answering technical and billing questions, discussing the benefits of Wrike to help turn prospective customers into paid customers, solving tickets, dealing with complaints, and further developing our knowledge base while working on the shift between 9:00 am - 17:00 pm.

In short, you should strive to provide excellent customer service through email, chat, and phone. You should be friends with both people and computers. You should measure your success based on the customer’s success. You should seek to make every customer story end in happily ever after.

Responsibilities

  • Maintain a positive, empathetic, and professional approach toward customers at all times.

  • Respond promptly to customer inquiries.

  • Connect with customers through the phone.

  • Acknowledge and resolve customer complaints.

  • Know Wrike products inside and out so that you can answer questions.

  • Work shift between 18:00 pm - 02:00 am.

Basic Qualifications

  • Requires limited job knowledge of systems and procedures. Follows basic work routines and standards.

  • Typically does not require sophisticated education and requires no prior experience.

  • Fluent spoken and written English

Preferred Qualifications

  • Outstanding customer service skills: ability to be empathetic, accurate, conscientious, responsive, inventive, and diligent

  • Ability to present ideas in user-friendly language

  • Skills to “sell" the product to customers who ask for comparisons with competitors

  • Capability to understand customers’ problems and offer a flawless solution for their outstanding needs

  • You are an experienced PC user

  • Being a technical specialist is not required, but you would need to grasp technical issues and understand their impact on the service being delivered to customers

  • Experience working with any CRM/Project Management tool

  • Ability to perform basic computer/system troubleshooting tasks

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
  • 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 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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