Enterprise Support Agent

Department: Tech Support

Req ID: R32039

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Enterprise Support Agent

  • 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 are looking for a Customer Support Agent to join our diverse Citrix + Wrike team. Are you a compassionate person with superb communication skills and professional proficiency in English? You enjoy helping people and also can stay organized in a dynamic environment. If this is all about you, then we want to speak with you right away!

Wrike is the collaborative work management platform of choice for 20,000+ companies in over 140 different countries. We consider each customer’s needs unique and constantly strive to be the driver of growth for every industry or market we encounter.

Position Overview:

As a part of the team, you'll be building partnerships with our top customers, helping them use the Wrike project management software, and assisting them with any challenges they encounter, and committing to the Customer Success team's goals for customer retention. This includes answering product questions, handling lengthy operations, assisting with product issues, collecting details for engineers, handling customer concerns, passing product feedback, and sending recurrent reports on Support metrics while working on the shift between 13:00-21:00 Costa Rica time.

In short, you should strive to provide outstanding 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.

Primary Responsibilities:

  • Provide support to a designated list of strategic accounts.

  • Resolve lengthy and complex cases with strategic customers.

  • Supervise customer metrics and provide recurrent reports.

  • Engage in project work to improve and build new processes.

  • Add to the knowledge-sharing culture.

  • Provide newcomers with onboarding.

  • Working on the shift between 13:00-21:00 Costa Rica time.

Basic Qualifications:

  • 3+ years of experience working in Technical Customer Support or Customer Success roles.

  • English professional proficiency with strong verbal and written communication skills (C1/C2).

  • Bachelor's degree or equivalent work experience.

Preferred Qualifications:

  • Excellent customer service skills: ability to be empathetic, accurate, compassionate, responsive, and inventive.

  • Ability to understand customers’ problems and offer a flawless solution for their unique needs.

  • Ability to own and handle cross-functional tasks, advocate the Customer's position to multiple partners, clearly identify and communicate priorities and risks, and drive each case to resolution.

  • Sophisticated PC/MAC user skills.

  • Experience in supporting SaaS solutions.

  • Knowledge of SAML SSO, Azure AD, JIT, SCIM, PowerBI, basic API knowledge.

  • Education in linguistics/marketing/PR/IT.

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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