Technical Support Engineer

Citrix Systems

Citrix Systems

IT, Customer Service
Costa Rica · Remote
Posted on Thursday, August 31, 2023
  • Remote, Costa Rica

Job Description Summary

Do you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you! We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential. This business unit is unique, and we certainly aren’t afraid to stand out from the crowd and tackle the bigger competitors.

As a Technical Support Engineer, you will focus on in-depth problem analysis of the company's product and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve technical issues. Prioritizing and performing tasks for effective use of team resources and managing the quality of your own work.

Your goal is to deliver industry-leading technical support to customers via chat, email, or phone, resulting in high customer satisfaction and well-documented resolutions.

Role Overview:

Now, lets get to the details.

  • This role answers advanced-level incoming customer support requests in a fast-paced environment. Assists customers with issues that range from answering product questions to providing advanced technical support when the customer is having trouble using a product.

  • Effectively understands the customer's environment, performs research to determine the root cause of the issue or problem.

  • Provides instruction on the use and application of features; determines customer's configuration and needs; makes recommendations regarding product selection to current or prospective customers.

  • Provides meaningful contributions to assigned projects/tasks (under minimal supervision).

  • Performance is primarily measured through customer feedback, Knowledge Center System usage, as well as measurements around schedule adherence, contributions to the team, and other Key Performance Indicators.

  • Case Documentation: Follows department protocol regarding case management and records details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Description, Internal Notes, etc into the Customer Relationship Management System accurately.

  • Knowledge Center System [Contributor] - Works closely with contributors, validators, and auditors to collaborate on KCS assignments. You will be responsible for searching and reusing existing information when available, and will create new knowledge articles in the event that no information exists. You will attach content from multiple sources to your cases as a resolution while ensuring the information referenced in the case is accurate and up to date. Additionally, you will contribute to maintaining the information current across multiple platforms and content channels.

Your Superhero Uniform Includes:

  • Bachelor's Degree or equivalent experience preferred.

  • 3+ years in a support role within the service industry.

  • Good Knowledge in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.

  • Practical Knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.

  • Some knowledge of Single Sign On (SSO) and server administration skills.

  • The any of the following skills are a plus:

    • Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.

    • Basic knowledge of load balancing technologies (NetScaler preferred).

    • Database knowledge in SQL.

    • Knowledge in Javascript, Python, and PHP, API calls.

    • Knowledge in Conditional Calculations.

    • Knowledge of troubleshooting web application and SSO set up issues

    • Knowledge about Security Certificates

Your Superhero Strengths Include:

  • Proficient verbal and written communication skills.

  • Ability to listen, assess, determine, and communicate corrective measures.

  • English-speaking proficiency is required, and bilingual skills are a plus.

  • Customer-focused Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer!

  • Ability to de-escalate customers in challenging circumstances.

  • Works Independently with the ability to think critically, troubleshoot, and solve complex problems.

  • Well versed in a data-driven, metrics-oriented environment.

  • Achieve operational targets within the role with a direct impact on department results.

  • Has a keen interest in Software-as-a-Service (SaaS).

  • Has a Growth Mindset

Cloud Software Group 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.