About us:

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.

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.

Customer Service Representative

As the Customer Service Representative you will be the primary point of contact for Citrix external and internal customers- based in EMEA and Globally, including end-users, and Citrix Partners and Distributors. You will handle all inbound and requests.

What you will be doing as a Customer Service Representative?

• First point of contact to Distributors/Partners/Customers/Internal Sales who will call in / open e-service cases to report technical and non-technical issues and asset & account management requests
• Assess the customer’s technical issue and route the call accordingly, leveraging Citrix Critical Thinking
• Work with Distributors/Sales/Citrix departments to resolve the customer’s non-technical issues
• Achieve and adhere to established Service Level Agreements and Key Performance Indicators
• Performance is primarily measured through Net Promoter surveys to customers, but also include measurements around production, availability, contributions to team, and contributions to product improvements
• Document cases, recommendations, and resolutions clearly in the CRM system
• Ensure the work performed meets the quality standards within acceptable time schedules
• Validate and qualify complex customer issues and business impact which may require coordination with more senior level team members or departments
• Contribute to the Citrix knowledgebase in the form of new or updated technical articles/documents focused on issue resolution or prevention
• Engage in projects related to customers as well as internal process improvements

What we're looking for:

• We are looking for a team player with good organizational skills & the ability to adapt to changing priorities with a calm, customer friendly approach
• Fluency in English and German
• Fluency in another language an advantage
• Strong written and verbal communication skills
• Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
• Previous experience in customer service/support role within the service industry
• Knowledge/experience of CRM (e.g. SAP/Salesforce)
• Flexibility to work Weekends, Public Holidays and extended hours at Quarter-End
• Must have good verbal and written communication skills
• Bachelor’s Degree or equivalent experience preferred

What you’re looking for:

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:

Customer Service