Upwork has partnered with a large tech company that delivers digital workspace, networking and security and analytics technology to power a better way to work. You will handle inbound customer inquiries via phone, chat or email while adhering to the established Service Level Agreements and Key Performance Indicators. You will be responsible for case management while adhering to established Quality Assurance guidelines. You will determine root cause and provide resolution for customer issues. You will contribute to knowledge management system in the form of updating or creating policies and procedures. You might need to know a couple of Citrix specific tools/Software. You will work for 40 hours/week with shifts starting from anywhere between 8 AM - 12 PM ET. You must have excellent customer service attitude and the ability to interact with customers in a professional manner. You must have strong verbal and written communication skills as well as excellent listening skills. You must have the ability to work flexible schedules. You must resolve customer inquiries with minimal guidance. You must work effectively in a team environment and collaborate cross-functionally. You must analyze information and evaluate results to resolve problems. You must have excellent organizational skills with the ability to prioritize, organize, and accomplish tasks.
They are in need of a Customer Service Engineer as a primary point of contact for Citrix external and internal customers, end-users and Citrix partners and distributors. The Customer Service Representative handles all inbound requests from these sources and provides assistance in addressing these requests. Inquiries can include but are not limited to, product orders, billing, renewals, customer account maintenance, technical support entitlement and product licensing.