Level 3- Primary Accountabilities:

The Level 3 Customer Service Associate will be responsible for but not limited to assisting with the following requests:

- Use good customer-oriented telephone skills to acquire and maintain relevant customer information

- Receive, edit, process and verify incoming inquiries from customers utilizing the phone system and CRM

- Receive, evaluate, and answer customer inquiries for all of the online tools used by end user customers as well as partners (i.e. www.mycitrix.com)

- Support inquiries for all Citrix product lines, programs and promotions

- Support inquiries with good communication and problem solving skills

- Provide administrative and customer support related to inquiries

- Initiate required action and communicate to the appropriate personnel

- Adhere to operational processes which comply with client and program standards (such as escalation and contact tracking procedures)

- Responsible for ensuring that the Service Level Agreements (SLAs) between the customer and Citrix Systems are fulfilled through proper case management

- Mentor New Hires employees

- Ability to handle escalated cases and be able to prioritize work load in an efficient manner

- Ability to de-escalate issues and problem solving skills.

Technical knowledge:

Basic knowledge of Server hardware and Windows/Linux OS and Microsoft Suite products (Word, Excel, Outlook etc.)

Qualifications/Requirements:

- Candidate should possess a Degree.

- Must possess excellent written and verbal communication skills.

- Strong attention to detail, organizational and time management skills a must.

- Ability to interact with internal/external customers in a professional manner.

- In addition, the representative must be flexible, dependable and be able to multi-task with priority.

- Ability to use good judgment in handling customer inquiries.

- 3 - 5 years of experience in Customer Service Environment.

- Minimum 2 years in Citrix Customer Service.

Shifts:

Should be flexible and willing to work in 24/7 environment

Physical Demands / Work Environment

Office Environment

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