**Better work begins at ShareFile**
ShareFile is a place where you can stretch, grow, and make an impact every day. We move fast here, thrive in gray zones, and are committed to putting the customer first. We value the whole you - your ideas, your inspirations, your aspirations, your initiative - and leadership gives us the space to explore and the feedback to help us grow. And the best part? We do it all as a team. At ShareFile, we thrive as one. We always take care of each other because we succeed when we all succeed.
We help organizations deliver a modern client experience with secure, easy-to-use technology that streamlines document and client-facing workflows. With more than 90,000 customers and 3 million licensed users worldwide, ShareFile empowers people to focus on the work that matters most and is dedicated to making working lives everywhere better, simpler, and more fulfilling.
**Grow at ShareFile**
**Role Overview**:
This role will answer first-level incoming customer support requests in a fast-paced
environment and assist customers with product-related queries.
Take the time to understand the customer's environment/problem/request, including
research to determine the root cause of the issue or problem.
Work on issues that range from answering product questions to providing basic to
intermediate technical support when the customer is having trouble using our product.
Performance is primarily measured through customer feedback, Knowledge Center System usage, as well as measurements around schedule adherence and other Key Performance Indicators.
Case Documentation: Records details of interactions via Case Comments, Case Status
Follow-Up Dates, Issue, Description, Internal Notes etc; into our Customer Relationship
Management System accurately.
Knowledge Center System (Contributor) - Works closely with contributors, validators, and auditors to collaborate on KCS assignments. You will be responsible for searching and reusing existing information when available, and will create new knowledge articles in the event that no information exists. You will attach content from multiple sources to your cases as a resolution while ensuring the information referenced in the case is accurate and up to date. Additionally, you will contribute to maintaining the information current across multiple platforms and content channels.
**Basic Qualifications**:
- Bachelor's Degree or equivalent experience preferred.
- 1+ year in a technical support role within the service industry.
- Background in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.
- Familiarity with GSuite as well as the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
- Case Management experience
**Preferred Qualifications**
- Proficient verbal and written communication skills.
- Ability to listen, assess, determine, and communicate corrective measures.
- English-speaking proficiency is required, and bilingual skills are a plus.
- Customer-focused - Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer!
- Ability to de-escalate customers in challenging circumstances.
- Ability to think critically, troubleshoot, and solve problems.
- Familiarized with the data-driven, metrics-oriented environment.
- Meet or exceed operational targets within the role which impacts the overall achievement of team results.
- Has a keen interest in Software-as-a-Service (SaaS).
- Has a Growth Mindset
- Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.
- Basic knowledge of load balancing technologies (NetScaler preferred)
- Basic knowledge in Javascript, Python, and PHP, API calls
- Basic knowledge conditional calculations
- Basic knowledge about Security Certificates
**About Us**:
Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.