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Customer Support Agent/Specialist [Klaxoon]
About the Role:
As a member of our Customer Support team, you will play a vital role in building strong relationships with our customers, initially focusing on Klaxoon inquiries. Your primary responsibilities will include answering technical and “how-to” questions, discussing the benefits of Klaxoon with prospective users, addressing customer complaints, and contributing to the development of our knowledge base. As you gain experience and undergo additional training, you'll gradually expand your support capabilities to include Wrike, further enhancing your ability to assist our diverse customer base.
Your Impact:
- Serve as the first point of contact for customer inquiries regarding Klaxoon and Wrike, effectively addressing product questions and providing troubleshooting support via email, chat, and calls.
- Conduct investigations to resolve both basic and complex technical issues related to Klaxoon and Wrike, ensuring a seamless user experience.
- Collaborate with product teams and engineers to drive efficient resolutions for technical challenges, fostering a culture of teamwork.
- Identify root causes of customer issues and take all necessary actions to enhance customer satisfaction.
- Stay updated on the latest releases to provide the best support possible.
- Contribute to the development of the knowledge base and process improvements, ensuring that resources are available to better serve customers.
Your Qualifications:
- A minimum of 2 years of experience in a customer-facing role.
- Professional proficiency in English and French (C1+ minimum) with excellent verbal and written communication skills.
- Strong self-learning and information processing skills in a fast-paced environment.
- Critical thinking and problem-solving abilities to resolve sophisticated issues, take initiative and identify issues.
- A customer-oriented mentality with a focus on delivering outstanding experiences.
- A University Degree or equivalent theoretical knowledge acquired through higher education.
Standout Qualities:
- Ability to understand customers’ problems, advocate for them within the organization and offer a perfect solution for their unique needs.
- Understanding of Software-as-a-Service (SaaS).
- Ability to understand, interpret and communicate complex technical information in user-friendly ways.
- A background in computing (both Mac and PC), network troubleshooting, and familiarity with various web browsers.
- Basic knowledge of SAML SSO and API integration is a plus.
Team Dynamics:
- You will report to Marc Dubesset, the Head of Klaxoon Support. The Klaxoon Support team consists of 5 members, while the broader Klaxoon & Wrike Support team includes over 60 professionals across 7 countries. We foster a culture of collaboration, growth, and a shared passion for customer satisfaction.
Our Work Style:
- Tech Stack: ZenDesk, MaestroQA, Ada, ZenDesk Talk, Zoom, and various back office solutions.
- We adhere to ticket SLAs to ensure we deliver timely and quality support. During periods there are no live chats, you will be working on tickets in the queue.
- Weekly team meetings and quarterly departmental all-hands keep everyone aligned and informed.
- Your work hours will be 8am to 5:30pm or 9am to 6:30pm (Paris TIme /Central European TIme) with a lunch break depending on the support shift
Why Join Klaxoon?
- An extra week's paid holiday
- 4 days of RTT (Recovery of Working Time)
- 2 days of home-office per week
- Additional days off depending on seniority
- 60% health insurance cover for you and your children
- A monthly Home-office allowance
- 50% reimbursement of public transport season tickets or access to the sustainable mobility package worth €200 per year (bicycle)
What’s Next?
- Interview with a Recruiter
- Live Chat & HM Interview
Your recruitment buddy will be Arjola Stejskal, Talent Acquisition Specialist
#LI-AS1
Who Is Wrike and Our Culture
Wrike promotes a hybrid model for team members near our office hubs in San Diego, Prague, Dublin, Nicosia, and Tallinn, with 2–3 in-office days per week to foster collaboration and teamwork. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.
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.
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