Customer Support Coordinator

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. 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.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Overview:  

The Customer Support Coordinator is responsible for answering phones, assigning work, conducting research, creating documents, triaging client matters, and collaborating with the rest of the HR services team. The person in the role will develop initial responses to questions, edit documents, and review submissions. The individual who fills this role needs to have a strong customer service orientation and be comfortable working in a fast-paced and high phone volume environment that is frequently changing with frequent interruptions. The Customer Support Coordinator should be flexible, quickly switching from one topic to another, and one communication medium to another (e.g. phone, email). This role has a variety of different growth opportunities within our organization.

Mexico Based Applicants: This is a full-time role reporting to the Frontline Lead. This role can be fully remote and is available anywhere in Mexico, with minimal travel required – less than 10% of the time. 

 Duties & Responsibilities: 

• Answer, triage and transfer client calls with high level of customer service 

• Manage incoming written client correspondence and phone calls for 90+% of the workday 

• Assign client requests based on expertise and availability 

• Create, update and process tickets with accuracy on our platforms 

• Collaborate and work well with others with interruptions in an occasionally loud environment 

• Email and phone communication of appointment reminders, follow-ups, and other communications 

• Research HR and related topics for HR services team to use when responding to client questions 

• Apply knowledge of client inquiries to develop and suggest content, site navigation and tech improvements 

• Schedule meetings, calls, training sessions in multiple platforms  

• Responsible for thorough and timely documentation and related requests through our systems 

• Maintain in depth knowledge of the Company’s internal proprietary platforms; assist with process development, documentation, and overall workflow improvements 

• Provide administrative support to team members on an as needed basis 

• Assist with special projects as needed to help advance the team and company’s operations, processes and efficiencies 

• Other tasks depending on the volume, needs and capacity of the Advisory Services department 

• Perform other duties as assigned. 

Core Competencies: 

• Fostering Teamwork: As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to work together. 

• Customer Orientation: The ability to demonstrate concern for satisfying one’s external and/or internal customers.     

• Attention to Communication (Oral & Written): The ability to ensure that information is passed on to others who should be kept informed as well as the ability to express oneself clearly in conversations, business writing and interactions with others. 

• Results Orientation: The ability to focus on the desired result of one’s own work, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.   

• Takes Initiative: The ability to assess and initiate things independently.   

Requirements & Skills: 

• 2 or more years of experience working in a Customer Service or Research role 

• Stellar customer service skills with a professional sense of compassion for difficult situations 

• Intermediate or greater Microsoft Office suite skills 

• Excellent interpersonal, communication, and presentation skills 

• Ability to build strong relationships and work well with peers, managers, and clients  

• High level of discretion and ability to follow policies on confidentiality 

• Ability to communicate with a wide variety or audiences 

• Ability to meet conflicting deadlines, manage multiple priorities with minimal supervision 

• Ability to work in a loud environment and manage distractions 

• Strong reading comprehension, internet navigation and research skills 

• Strong customer service skills; ability to listen to and understand complex HR issues 

• Ability to organize and efficiently manage multiple priorities with a sense of urgency 

• Ability to manage heavy telephone, email, and other message format volume  

• English proficiency - written and verbal  

Preferred Experience: 

• HR experience is a plus

• Spanish fluency 

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.