Technical Support Representative I - Remote

Overview

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of companies the world over. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available. Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it’s so special to be a part of Mitratech!

In Short

• Deliver exceptional customer support across various channels.
• Proactively resolve client issues based on severity and SLAs.
• Exceed customer expectations by providing outstanding support.
• Guide and educate clients on troubleshooting and software features.
• Collaborate with cross-functional teams to resolve customer issues.
• Document client interactions and share knowledge for improvement.
• Provide training to empower clients in using the software.
• Stay informed on product updates and industry trends.
• Manage multiple support requests efficiently.
• Provide feedback for continuous improvement of customer experience.

Requirements

• Proven experience in customer support, preferably in software solutions.
• Excellent problem-solving skills with analytical abilities.
• Familiarity with SaaS and cloud platforms.
• Outstanding communication skills in English.
• Experience with ticketing and CRM systems.
• Strong organizational skills for managing requests.
• Collaborative team player.
• Understanding of data privacy regulations.

Benefits

• Impact customer satisfaction and retention directly.
• Work in a diverse and inclusive environment.
• Opportunities for learning and professional growth.
• Be part of a close-knit, globally dispersed team.
• Engage in a culture that values individual excellence.