Customer Support Operations Specialist

Department: Tech Support

Req ID: R33599

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Customer Support Operations Specialist

  • Prague, Czechia
  • 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:

In this role, you will be responsible for maintaining the existing support tools and their further improvement as well as evaluation and implementation of new solutions and processes. Our ideal candidate is an experienced Zendesk Admin with good understanding of customer support processes driven by curiosity and striving for continuous improvement

Role Overview

Wrike Support is a diverse multicultural team, responsible for building relationships with our customers, helping them our product and assisting them with any challenges they encounter. As a part of Operations team you will be responsible for supporting the day-to-day operations and software systems used by Wrike Customer Support.

Responsibilities

  • Maintain several systems (Zendesk Suite, Talkdesk, MaestroQA, PagerDuty, etc.) including user administration and integration support

  • Manage the queue of support operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.

  • Identify potential areas of improvement and implement new features, processes and systems to address them

  • Understand internal customer's needs and business context to provide outstanding support and maintain high customer satisfaction.

  • Coordinate both departmental and cross-functional activities related to supporting systems

Basic Qualifications

  • Zendesk Administrator or equivalent enterprise application system administration experience (Salesforce Service Cloud, ServiceNow, Freshdesk, etc.).

  • Some experience in SaaS application support with an understanding of customer support processes and proven ability to solve practical business problems.

  • Fluent spoken and written English

Preferred Qualifications

  • Strong time & task management skills.

  • Ability to stay organized under a workload of ad-hoc, recurrent, project and proactive tasks with wide range of priorities.

  • Ability to communicate effectively with colleagues and managers.

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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