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Call Center Support

  • Profession:

    Sales & Marketing
  • Specialty:

    Call Center Manager
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Customer Care – Support Representative

3 month contract - Raleigh, NC

Objective of Position

The purpose of this position is to provide Customer Care experiences that Customers love via inbound phone, email, or chat queue-based channels. If you strive to provide an incredible customer service experience and exceed customer expectations, then this is the job for you!

Principal Responsibilities

  • Answers first level incoming customer support requests in a fast-paced environment via phone, email, or chat. Customers that request support ranging from product training and troubleshooting, account-services related requests (billing / license management), and requests to cancel service as detailed below.
  • Supports ongoing management and retention activities, including research to determine the root cause of the issue or problem. Identify best approach for retaining business based on client's situation.
  • Takes initiative and identifies potential issues
  • Works on issues that range from answering product questions to providing basic to moderately complex technical support when caller is experiencing difficulty using a product
  • Provides instruction on use and application of products; answers questions; issues temporary passwords; asks questions to determine customer's configuration and needs; makes recommendations regarding product selection to current or prospective customers

  • Responds to billing or contract questions, including assisting with updating credit card information, setting up promotional pricing plans, canceling accounts and issuing refunds

  • Assists with product installation and/or access, remote printing and difficulties with firewalls, audio and recording technologies

  • 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 
  • Keeps current with product knowledge regarding features and functionality, as well as billing and promotional programs
  • Records details of interactions into the iCare Case Management System

Other Duties and Responsibilities

  • May mentor more junior members of the team
  • May participate in Beta testing of both new and existing products
  • Participates in customer-focused projects of interest
  • Engage in projects related to customers as well as internal process improvements
  • Completes other duties as assigned

Knowledge and Skills

  • Customer-focused – what we do revolves around the customer! 
  • Ability to create customer love under challenging circumstances
  • Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
  • Ability to excel in data-driven, metrics oriented environment
  • Ability to excel in a team environment and put team goals ahead of personal goals
  • Has a keen interest in Software-as-a-Service (SaaS)
  • Background in computing (Mac & PC), networking, using various web-browsers, PC troubleshooting, firewalls and proxy servers a plus
  • Experience using Microsoft Office or other word processing tools required; Word, Excel and Outlook experience desired
  • Demonstrated ability to listen, assess, determine and communicate corrective measures
  • Basic mathematical skills
  • Must have good verbal and written communication skills
  • English-speaking proficiency is required; bilingual skills a plus
  • 1-2 years customer service/support role within the service industry
  • Bachelor's Degree or equivalent experience preferred


  • Innovation: Participates in and supports an environment that is conducive to innovation and new ways of doing things; exhibits curiosity and open-mindedness; suggests new ideas in response to and anticipation of business needs
  • Accountability: Performs duties with timeliness, dependability and punctuality of shift start times and scheduled breaks; holds self accountable for keeping commitments and delivering the best possible performance; works well independently; takes initiative to prioritize and complete assigned tasks
  • Authenticity: Shows a genuine, accessible and caring personality that builds trust, mutual support and credibility; listens, exhibits humility and gauges approachability of others; maintains composure and is able to be respectful and straightforward with others; develops trusting relationships; takes full responsibility for self; respects the confidentiality of the information they acquire, maintain, and use in their job, and personally disengages from it
  • Communication: Communicates clearly and concisely; ensures that communication channels are open and that information and ideas are flowing in all appropriate directions; listens, asks for and uses input
  • Excellence Orientation: Strives to be the best that one can be and maximizes one's own potential in helping Citrix Online succeed; exhibits resilience, persistence, tenacity and a continuous mindset for improvement
  • Teamwork: Collaborates with others toward shared goals, exhibits cooperativeness; participates in and supports effective conflict resolution

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