Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

Our vision: A world where everyone is free to focus on their most purposeful work, together.

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 clients during the following hours:
10:00 AM - 6:00 PM (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:
Answer first-level incoming customer support requests in a fast-paced environment via email, chat or phone. Assist customers who request support ranging from product questions to troubleshooting.
Maintain and develop efficient cross-team collaboration related to customer needs.
Collaborate with product teams and engineers to achieve efficient resolution of technical issues.
Provide instructions and answer questions on application/product use.
Help educate colleagues and teammates on technical cases.
Keep current with product knowledge regarding features and functionality.
Record details of interactions into Support’s Ticket Management System.
Participate 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 professional proficiency (C1+min.) 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:
French or Italian professional proficiency (C1+min.) with excellent verbal and written communication skills will be an advantage.
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.
You are highly organized and great 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.

Perks of working at Wrike
28 days of paid vacation
Life insurance plan
Health insurance plan
Pension Plan
Fitness Plan (600 EUR/year)
Parental leave
Global education support program
2 volunteer days
Office lunches

What’s next?
Recruiter screening
Home task
Live chat
Interview with the Hiring Manager
Your recruitment buddy will be Juan Molino, Senior Talent Acquisition Representative.