Customer Service Representative

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together

**What we're looking for**:
**Primary Duties / Responsibilities**
- Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and EMAIL while adhering to established Service Level Agreements and Key Performance Indicators
- Needs to handle all interactions using excellent problem solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer handling skills.
- Troubleshoot issues related to account, entitlement, access and licenses and work with L2 teams to resolve issues faster
- Work on keeping mínimal to Zero backlogs and provide superior customer experience and first day resolution
- Proactively provide all the relevant information on the enquired product and explain the features, advantages, and benefits with the accurate technical specifications.
- Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution
- Contributes to knowledge management system in the form of updating or creating policies and procedures

**Qualifications**
- Excellent customer service attitude and the ability to interact with customers in a professional manner with deductive reasoning skills
- Strong verbal and written communication skills as well as excellent listening skills
- Flexible and adaptable to the ever-changing environment. Ability to work in American time zone is essential
- Problem solving techniques and achievement orientation
- Work effectively in a team environment and collaborate cross-functionally
- Ability to analyze information and evaluate results to resolve problems
- Excellent organizational skills with the ability to prioritize, organize, and accomplish tasks

**Requirements (Education, Certification, Training, and Experience)**
- Bachelor’s Degree or equivalent Mandatory. Engineering/Technical Degree preferred
- Mandatory 4+ years of Customer Service / Technical Support experience in a fast paced, high volume, multi-tasked environment
- Working knowledge of Microsoft Windows and Office suites is mandatory
- Experience with CRM systems (Salesforce, SAP, Oracle, People Soft etc.) preferred

**Functional Area**: Customer Service
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**What you’re looking for**:
Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process.

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within.

**The Benefits**:
We offer a competitive total rewards package* that includes:

- 18 weeks of paid parental leave
- Health and wellness benefits
- Employee assistance program
- Retirement benefits
- Time off and absence programs
- Professional development and mentorship opportunities
- Paid volunteer time and charitable matching of employee donations
- Employee resource groups
- And more

**Please note that benefits may vary based on location.

Citrix Systems, Inc. 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.

At this time, we are requiring personnel entering a Citrix office, traveling for business or attending a Citrix event to be fully vaccinated against COVID-19. If you choose to remain unvaccinated based on a specific medical need or a sincerely held religious belief and need to access our offices, Citrix will work with you to provide you with reasonable accommodation where possible. Learn more about our COVID-19 policies.

By applying, you are giving Citrix c