Technical Support Specialist

At Citrix, we focus on a single driving principle: making the world’s apps and data secure and easy to access. Anywhere. At any time. And on any device or network. We believe that technology should be a great liberator. Freeing organizations to push the limits of productivity and innovation. Empowering people to work anywhere and at anytime. And giving IT the peace of mind that critical systems will always be accessible and secure.

The purpose of this position is to create a support experience that customers will love by solving escalated issues using innovative and creative methods. This role is a recognized technical advisor to our customers and other team members. If you are interested in being part of a team that strives to keep our customers engaged by solving their biggest problems and creating great experiences, then this is the job for you!

- Responds to phone, email and chat requests for technical assistance from customers to identify, determine, recreate, resolve or escalate issues using existing guidelines and standardized tools. - Handles delicate customer support scenarios with humility and empathy. - Helps support clients and their developers integrating against the RightSignature API - Works cross-functionally with Care, Billing and Engineering to resolve a variety of billing, product or technical issues. - Maintains awareness of all product versions used by customers; efficiently identifies and escalates known bugs and feature requests, and attends/leads meetings to assist with these initiatives as needed - Manages case queues as needed to ensure customer needs are met in a timely manner. - Researches and identifies best approach for retaining business based on client's situation. - Provides billing and contract support - Contributes to internal and external documentation and training materials across product lines - Supports 1st level care and sales agents by resolving complex customer issues, providing ad hoc training opportunities, and mentoring. - Demonstrates customer relations skills and maintains a positive company image during all interactions with the customers. - Records details of all customer interactions, including case notes and customer feedback into RSAdmin and other appropriate logs **Other Duties and Responsibilities** - May conduct product-specific training classes for fellow Customer Care team members and members of other teams - May participate in Beta testing of both new and existing products - Engages and leads projects related to customers as well as internal process improvements - Completes other duties as assigned

**Knowledge and Skills** - Customer-focused - what we do revolves around the customer! - Ability to create a support experience that customers will love, even in challenging circumstances - Typically requires 2-3 years of customer service/tech support experience - Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment - N+ (Network) and S+ (Security) Certified or equivalent a plus - Ability to excel in data-driven, metrics oriented environment - Ability to work independently and effectively with peers and other departments worldwide to achieve results - Has a keen interest in Software-as-a-Service (SaaS) - Strong presentation/demonstration skills, effectively working directly with prospects, clients, and account executives - Strong computer skills with an emphasis in networking, trouble shooting, debugging, and problem solving in a home or business environment - Demonstrated ability to listen, assess, determine and communicate corrective measures to customers of varying degrees of technical aptitude. - Deep understanding of Citrix products, as well as other remote-access products - Experience using Microsoft Office (Word, Excel, Outlook), Salesforce preferred - Strong customer relationship skills; ability to provide excellent service and build relationships - Excellent written and verbal communication skills in customer communications - English-speaking proficiency is required; bilingual skills a plus - Bachelor's Degree or equivalent experience preferred **Competencies** - Innovation: Participates in and supports an environment that is conducive to innovation and new ways of doing things; exhibits curiosity and open-mindedness; suggests new ideas in response to and anticipation of business needs - Accountability: Performs duties with timeliness, dependability and punctuality of shift start times and scheduled breaks; holds self accountable for keeping commitments and delivering the best possible performance; works well independently; takes initiative to prioritize and complete assigned tasks - Authenticity: Shows a genuine, accessible and caring personality that builds trust, mutual support and credibility; listens, exhibits humility and gauges approachability of others; maintains composure and is able to be respectful and straightforward with others; develops trusting relationships; takes full responsibility for self; respects the confidentiality of the information they acquire, maintain, and use in their job, and personally disengages from it - Communication: Communicates clearly and concisely; ensures that communication channels are open and that information and ideas are flowing in all appropriate directions; listens, asks for and uses input - Excellence Orientation: Strives to be the best that one can be and maximizes one's own potential in helping Citrix Online succeed; exhibits resilience, persistence, tenacity and a continuous mindset for improvement - Teamwork: Collaborates with others toward shared goals, exhibits cooperativeness; participates in and supports effective conflict resolution