Technical Support Engineer (5:30pm - 02:00am)

Ready to become a Wriker?

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 the product to help turn prospective customers into paid customers, solving tickets, dealing with complaints, and further developing our knowledge base while working with EMEA and AMER clients during the following hours:

5:30 PM - 2:00 AM (Tallinn time)

More about Your team

Our team strives to provide excellent customer service through email, chat and phone. We are friends with both people and computers, and measure our success based on the customer’s success. We aim to make every customer’s story end happily.

How You’ll make an impact

• By answering first-level incoming customer support requests in a fast-paced environment via email, chat or phone.
• By assisting customers who request support ranging from product questions to troubleshooting.
• By maintaining and developing efficient cross-team collaboration related to customer needs.
• By collaborating with product teams and engineers to achieve efficient resolution of technical issues.
• By providing instructions and answering questions on application/product use.
• By helping educate colleagues and teammates on technical cases.
• By keeping current with product knowledge regarding features and functionality.
• By recording details of interactions into Support’s Ticket Management System.
• By participating in customer-centric projects, as well as internal process improvements.
  
  

You will achieve your best if you have

• 2+ experience in SaaS technical support, IT Helpdesk, QA and/or customer-facing technical roles.
• English bilingual level with excellent verbal and written communication skills.
• Strong self-learning and information processing skills in a fast-paced environment.
• Ability to think critically, fix and resolve sophisticated problems in a changing environment, take initiative and identify issues.
• Customer-oriented mentality: we do revolve around providing an overall outstanding experience.
• Ability to grasp technical issues and understand their impact on the service being delivered to customers.
• Willingness and ability to learn constantly.
• A University Degree or broad theoretical job knowledge acquired through higher education.
• Background in computing (Mac & PC), networking, usage of various web-browsers, PC troubleshooting, firewalls and proxy servers.
  
  

You will stand out with

• Understanding of Software-as-a-Service (SaaS).
• Ability to build customer empathy and rapport under exciting circumstances.
• Ability to understand, interpret and communicate complex technical information in user-friendly ways.
• Ability to understand customers’ problems, advocate for them within organization and offer a perfect solution for their unique needs.
• Ability to excel in a data-driven, metrics-oriented environment.
• High organization skills and greatness at keeping track of large and small tasks.
• Ability to thrive in a collaborative environment to reach team goals ahead of individual goals.
• SAML SSO and API knowledge.
• Experience working with tools like MS Teams, GSuite/Google SSO, Office 365/Azure, Adobe Creative Cloud, Salesforce, Workato, Sisense.
• Additional languages such as German, French, Italian, and Japanese are a big plus.
  
  

Perks of working at Wrike

• 28 calendar days of paid vacation
• Sick leave compensation
• Life insurance plan
• Health insurance plan
• Fitness plan (800 EUR/year)
• Parental leave
• 2 volunteer days
• Full-remote & On-demand access to Co-working space
• Utility allowance (30 EUR/month, subject to taxation)
  
  

What’s next?

• Recruiter screening
• Live chat
• Interview with the Hiring Manager

Your recruitment buddy will be Aziza Talhi, Senior Recruiter.

Who Is Wrike and Our Culture

Our persona

Our culture and Values

🤩 Customer-Focused

We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.

🤝 Collaborative

We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.

🎨 Creative

We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions.

💪 Committed

We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.