Job description
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!
Job Overview
We believe that great customer support isn’t just about solving problems—it’s about creating amazing experiences. As a Customer Support Representative Tier I, you’ll be the friendly, knowledgeable guide who ensures our customers feel heard, supported, and empowered to use our solutions with confidence. Your role is critical in keeping our customers happy, engaged, and thriving.
Key Responsibilities:
- Deliver Exceptional Client Support: Be the first point of contact for customers, partners, and consultants, assisting them with any issues through multiple channels—email, phone, chat, and our support portal. You aim to ensure they always feel supported, valued, and understood.
- Act as a Client Advocate: Always put the client first by listening actively, understanding their needs, and advocating for their best interests in every interaction. Ensure that issues are resolved promptly and that clients feel satisfied.
- 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.
- Recreate, Investigate, and Resolve Issues: Work directly with clients to replicate and troubleshoot reported issues, providing workarounds when necessary. Use a methodical approach to isolate the root cause of problems, involving integrations, client infrastructure, or our hosted environments as needed.
- Guide and Educate Customers: Help customers troubleshoot issues and understand best practices. Share educational resources to enhance their knowledge and confidence in using the product.
- Collaborate with the Education Team: Work with the Education team to improve documentation, create useful resources, and share helpful recordings with customers to support their learning.
- Identify, Document, and Escalate Software Issues: Document and escalate unresolved or complex issues to technical teams, ensuring customer concerns are
- communicated and quickly addressed.
- Proactive Collaboration Across Departments: Collaborate with other teams to improve customer experience, share feedback, and help refine products and support processes.
Requirements & Skills:
- Customer-Centric Mindset: A passion for delivering exceptional customer service, always going the extra mile to ensure client satisfaction and success.
- Strong Communication Skills: Fluent in written and verbal English, with the ability to clearly communicate technical concepts to non-technical clients.
- Problem-Solving: Strong analytical skills to troubleshoot issues and quickly determine resolutions. You are a critical thinker who approaches challenges with creativity and a sense of urgency.
- Technical Acumen: A solid understanding of software and technical systems. Ability to quickly learn new software platforms and tools is essential. Knowledge of troubleshooting techniques and the ability to identify, diagnose, and resolve technical issues.
- Thriving in a Fast-Paced Environment: Adapt quickly in a dynamic work environment, balancing multiple tasks while contributing to team growth and your professional development.
- Case Management Systems: Experience using case management tools like Salesforce.com, Jira, or ZenDesk to manage and track customer interactions.
- Team Collaboration: Able to work independently or as part of a team, prioritizing tasks effectively and contributing to the overall success of the support team.
Why Join Us?
At our company, we are deeply committed to customer success. As a Customer 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.
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.
