Temporary - Technical Support Representative I

Mitratech

66d

About The Position

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.

Requirements

• Proven Experience in Customer Support: Experience providing technical support, preferably in software solutions for business operations.
• Excellent Problem-Solving Skills: Strong analytical skills with the ability to break down complex issues and provide clear, actionable solutions.
• 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.
• Experience with Ticketing and CRM Systems: Familiarity with ticketing systems like Zendesk, Freshdesk, or Salesforce.
• Strong Organizational Skills: Able to manage multiple customer requests at once while ensuring that each request is addressed with the attention it deserves.
• Collaborative Team Player: Able to work independently and as part of a team.
• Understanding of Data Privacy Regulations: Knowledge of GDPR, HIPAA, and other relevant data privacy laws and regulations.

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.
• 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.
• Exceed Customer Expectations: Go above and beyond to meet and exceed customer satisfaction goals by delivering outstanding support.
• Guide and Educate Clients: Take a proactive approach to supporting clients by guiding them through troubleshooting steps and providing clear, easy-to-understand solutions.
• Collaborate Across Teams: Work closely with cross-functional teams to ensure customer issues are fully resolved.
• Document and Share Knowledge: Maintain detailed records of all client interactions and solutions.
• Empower Clients with Training: Provide training and ongoing support to ensure clients are fully equipped to use our software’s features and capabilities.
• Stay Informed and Be Proactive: Stay up to date on product updates, new features, and industry trends.
• 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.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees