Technical Account Manager - Hybrid shift
Citrix Systems
Prague, Czechia
před 3 dny

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device.

Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device : YOU!

What we're looking for :

We are looking for an Enterprise Customer Support Agent to join our diverse team. Are you a compassionate person with superb communication skills, previous experience within Customer Success or Technical Customer Support 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 top customers, helping them use the Wrike project management software, and assisting them with any challenges they encounter, and contributing 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 escalations, passing product feedback, and sending recurrent reports on Support metrics, while working on the shift between 17 : 00-01 : 00 Prague time schedule.

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

Provide support to a designated list of strategic accounts

Resolve lengthy and complex cases with strategic customers

Monitor customer metrics and provide recurrent reports

Engage in project work to improve and build new processes

Contribute to the knowledge-sharing culture

Provide newcomers with onboarding

Able to work 17 : 00-01 : 00 Prague time schedule

Basic Qualifications

Extensive experience working in Technical Customer Support or Customer Success roles

Fluent spoken and written English (C1 / C2)

Higher education in linguistics / marketing / PR / IT

Preferred Qualifications

Excellent customer service skills : the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious

Ability to understand customers’ problems and offer a perfect solution for their unique needs

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

Advanced PC / MAC user skills

Experience in supporting SaaS solutions is a benefit

Knowledge of SAML SSO, Azure AD, JIT, SCIM, PoerBi, basic API knowledge is a benefit

What you’re looking for :

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do including how we work.

If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area : Tech Support

Tech Support

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