Product Support Agent, L1

Bangalore
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. 
 

What Is Wrike?

Wrike is an enterprise-ready, cloud-based collaborative work management platform for managing cross-functional work at scale that is fully configurable and enables contextual collaboration in a secure environment. Enterprises use Wrike to offer a single digital workplace for all of their departments and teams.

The Wrike platform has the power needed to support the most complex workflows, all managed through an intuitive and easy-to-use and adopt interface. The Wrike platform can be customized to any user, team, department, or project so your teams can make requests, plan projects, assign tasks, collaborate with team members, track progress on work, and more.

Wrike tracks the analytics you need to make the data-driven decisions that generate higher ROI. Wrike integrates with your technology stack and connects effort to business results without having to pull data from multiple systems. Wrike also offers specialized solutions for marketing and professional services teams and service organizations like agencies and consulting firms.

 

Come Join the Wrike Family

At Wrike, we believe that work should be both challenging and fun. We're growing rapidly and providing excellent opportunities for professional growth. We owe our success to our talented and energetic team that's really fun to work with. We're smart, passionate, friendly, and professional, and we are looking for the same qualities in you.

www.wrike.com

Role Overview

Experience Required: 3-6 Years
Location: Bangalore, India
Shift Timings:
• Winter: 10:30 AM - 7:00 PM IST
• Summer: 9:30 AM - 6:00 PM IST

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:

  • 3+ 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:

  • 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 with Wrike

  • 10 days of National and Festival Holidays per year
  • 18 days of paid vacation per year
  • 14 days of sick leave with a medical certificate per year
  • 5 uncertified sick days per year
  • Group Medical Plan: Coverage for employees, spouse, children, and parents/in-laws for Rs 5,00,000. Free health checkup for employees
  • Personal Accident Insurance: Rs 50,00,000
  • Term Life Insurance: Rs 50,00,000
  • Up to 26 weeks of paid maternity leave for the first two children
  • 4 weeks of paid parental leave
  • 2 days off for volunteering with nonprofit charities
  • Broadband/Internet Reimbursement: INR 1500 per month
  • Full-stocked pantry and complimentary lunch
  • Hybrid work model


Your recruitment buddy will be Tripti Sachan, Senior Recruiter.

#LI-TS1

 

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 for those that live near an office hub, we meet in the office 2-3 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 

🤩 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.

 
Check out our LinkedIn Life Page, Instagram, Wrike Engineering Team, Medium, Meetup.com, Youtube for a feel for what life is like at Wrike. 

Check us out on Glassdoor.

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