**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 of 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**
This includes:
- Answering incoming customer support requests in a fast-paced environment and assisting customers with product-related queries.
- Take the time to understand the customer's problem/request, then perform all necessary steps to resolve their problem with our Product.
- Work on issues that range from answering product questions to providing basic to intermediate technical support.
- Performance is primarily measured through Customer Feedback, Knowledge Center System usage, and Schedule Adherence, in addition to other Key Performance Indicators.
- Maintains detailed records of interactions via Case Comments, Case Status, Internal Notes, etc. in our Customer Relationship Management system, accurately.
- Closely work with the rest of the team to maintain up-to-date information in our Knowledge Center, taking advantage of reusing existing information when available or creating new articles when they do not exist. You may also contribute to maintaining the current information across multiple platforms and content channels.
**Basic Qualifications**:
- Bachelor's Degree or equivalent experience preferred.
- 2+ years in a Technical Support role within the technical service industry.
- Background in computing (Mac & PC), networking, web browsers, and PC troubleshooting.
- Familiarity with GSuite, and Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
- Case Management experience is necessary.
**Preferred Qualifications**:
- Proficient verbal and written communication skills.
- Ability to listen, assess, determine, and communicate corrective technical measures.
- English proficiency is required. Bilingual is a plus.
- Customer-Centered - 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 your role.
- Has a keen interest in Software-as-a-Service (SaaS).
- Has a Growth Mindset!
- Any of the following skills are a plus:
- Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.
- Basic knowledge of load balancing technologies (NetScaler preferred).
- Basic knowledge of JavaScript, Python, and PHP, API calls.
- Basic knowledge of 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.
