Temporary - Technical Support Representative I

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!  

We are looking for a dedicated Technical Support Specialist to join our team. In this role, you'll be vital in ensuring our clients can fully leverage our human resources and regulatory compliance software solutions. You'll be more than just a problem solver—you’ll be a trusted partner who works closely with our clients, helping them overcome technical challenges and ensuring they have the support they need to succeed.

Your primary responsibility will be to provide responsive and empathetic support, guiding clients through technical issues and assisting with software features to enhance their overall experience. You will work to empower customers, ensuring that our platform aligns with their organizational needs and continues to add value to their business.

Key Responsibilities:

• Deliver Exceptional Customer Support: Be the first point of contact for clients, offering prompt, courteous, and professional assistance across various channels—phone, email, and chat. Ensure every interaction leaves a positive impression, reinforcing our commitment to customer satisfaction.
• Proactively Resolve Issues: Prioritize customer issues based on severity and service level agreements (SLAs). Quickly resolve technical challenges, always keeping the client’s experience in mind and ensuring urgent issues are addressed swiftly.
• Exceed Customer Expectations: Go above and beyond to meet and exceed customer satisfaction goals by delivering outstanding support. Focus on creating positive customer experiences that help build lasting relationships and loyalty.
• Guide and Educate Clients: Take a proactive approach to supporting clients by guiding them through troubleshooting steps and providing clear, easy-to-understand solutions. Equip clients with the knowledge and confidence to use the platform effectively.
• Collaborate Across Teams: Work closely with cross-functional teams to ensure customer issues are fully resolved. Act as the voice of the customer, ensuring that all departments are aligned in delivering the best possible service.
• Document and Share Knowledge: Maintain detailed records of all client interactions and solutions. Share insights and feedback that can help improve future customer experiences, both for individual clients and the broader customer base.
• Empower Clients with Training: Provide training and ongoing support to ensure clients are fully equipped to use our software’s features and capabilities. Share best practices that help them optimize their use of the platform.
• Stay Informed and Be Proactive: Stay up to date on product updates, new features, and industry trends, ensuring that you are always prepared to offer the most relevant and helpful guidance to clients.
• Balance Quality and Efficiency: Effectively manage multiple support requests at once, ensuring timely resolutions without sacrificing the quality of the customer experience.
• Provide Feedback for Continuous Improvement: Share valuable customer feedback with the product team, helping to improve both the product and the overall customer experience. Advocate for customer needs and challenges to drive positive changes.

Requirements & Skills:

• Proven Experience in Customer Support: Experience providing technical support, preferably in software solutions for business operations. A customer-first mindset is essential to succeed in this role.
• Excellent Problem-Solving Skills: Strong analytical skills with the ability to break down complex issues and provide clear, actionable solutions that are easy for non-technical clients to understand.
• Familiarity with SaaS and Cloud Platforms: Experience supporting cloud-based software solutions and familiarity with SaaS applications are pluses.
• Outstanding Communication Skills: Fluent in English, both written and verbal, with the ability to communicate technical concepts in a straightforward and customer-friendly manner.
• Experience with Ticketing and CRM Systems: Familiarity with ticketing systems like Zendesk, Freshdesk, or Salesforce to manage support cases and track customer interactions.
• Strong Organizational Skills: Able to manage multiple customer requests at once while ensuring that each request is addressed with the attention it deserves. Excellent time management and prioritization skills.
• Collaborative Team Player: Able to work independently and as part of a team, always striving to contribute to the broader success of the customer support team and the business.
• Understanding of Data Privacy Regulations: Knowledge of GDPR, HIPAA, and other relevant data privacy laws and regulations, ensuring that all client data is handled with care and complies with legal standards.

Why Join Us?

At our company, we are deeply committed to customer success. As a Technical Support Representative Tier I, you will not only solve problems but also build meaningful relationships with our clients. Your efforts will directly impact customer satisfaction, retention, and long-term success, making you a key part of our mission to deliver unparalleled service.

Education:

Bachelor’s Degree or Equivalent Experience: A degree in a related field (e.g., Customer Support, HR Technology, Application Service Delivery), or equivalent hands-on experience in a customer-facing support role.

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com