Product Support Specialist 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. 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!

The Mitratech Support team goal is to be passionate about customer success, by providing world class application support through problem-solving, communication and with continuous improvement. We are looking for highly qualified candidates with an interest in enterprise software applications to join our team of skilled support staff. Mitratech’s support organization is a global team with offices in Austin, TX, London and Melbourne. The Product Support Specialist I is responsible for providing functional support, with responsibilities that include working with our clients to troubleshoot, document, and resolve issues from the user interface. Candidates will be expected to work both collaboratively with client contacts and colleagues and must have the ability to be self-directed in order to obtain and clearly communicate resolution of the client’s inquiry.

The key focus of this role will be to support our clients in the day-to-day operation of Mitratech’s SaaS products, which includes responding/resolving inquiries via tickets, chats, and phone calls to support.

•             Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions

•             Research, troubleshoot, and resolve support issues within response and resolution goals.  As needed, identify workarounds and communicate to customers

•             Provide solutions where issues are identified via self-service portal

•             Maintain detailed call and email records for all customer interactions

•             Prioritize and resolve issues based on service level agreements and severities

•             Responsible for meeting customer satisfaction goals monthly

•             After-hour on-call support coverage rotation may be required

•             Any other tasks and duties that might reasonably be required of you

•             1 year experience working in a customer service environment

•             Excellent verbal and written communication skills

•             Works well in a team environment, as well as independently

•             Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge

•             Attention to detail with the ability to multi-task and strong organizational skills

•             Self-motivated and able to work under pressure to deliver high-quality solutions

•             Experience with Windows Operating Systems and Microsoft Office applications