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Customer Support Operations Specialist
hace 2 semanas
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?**:
We have 50+ support agents across several locations, plenty of challenging tasks, and ambitious plans for the future. It would be routine and ad-hoc tasks and projects, including delegated OKRs at some point. You can get access requests, troubleshooting & consulting tasks. You should help to ensure the continuous operation of support systems as well as their improvement for increased efficiency for our agents and satisfaction of our customers. It may require close communication with our vendors, developers, and also with the broader Customer Success Organization and other managers.
**More about Your team**:
Wrike Support is a diverse multicultural team, responsible for building relationships with our customers, helping them with our product, and assisting them with any challenges they encounter. As a part of the Operations team, you will be responsible for supporting the day-to-day operations and software systems used by Wrike Customer Support, and Customer Success Organizations.
**How You'll make an impact**:
- 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 needs and business context to provide outstanding support and maintain high customer satisfaction.
- Coordinate both departmental and cross-functional activities related to supporting systems.
**You will achieve your best if you have**:
- English fluency spoken and written.
**You will stand out with**:
- Strong time & task management skills.
- Ability to stay organized under a workload of ad-hoc, recurrent, project, and proactive tasks with a wide range of priorities.
- Ability to communicate effectively with colleagues and managers.
**What's next?**:
- Interview with the Recruiter (30 mins)
- Interview with the Hiring Manager (1 hour)
- Technical Interview (1 hour)
**Your recruitment buddy will be** Juan Molino, Senior TA Representative.
LI-JM1
**Who Is Wrike and Our Culture**:
We're a team of innovators and creators who solve the complex work problems of today and tomorrow.
**Hybrid work mode**
Wrike promotes a
- ** **hybrid work mode and we meet in the office 3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.
**Our persona**:
**Smart**: We love what we do, and we're great at it because this is our domain. Our combined knowledge in this space is unmatched.
**Dedicated**:We get up every day focused on helping our customers win. We're committed to helping our teammates win, too
**Approachable**: We're friendly, easy to get along with, considerate, and helpful.
**Our culture and Values**:
**Deliver Business Outcomes**
**Be better than the competition**
**Move fast. Then, move faster**
**Know our customers**
**We win together**
**Have courage
