Product Support Specialist I

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Mitratech

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📋 Compliance

☁️ SaaS

💰 Private Equity Round on 2017-04

AI • Compliance • SaaS

Mitratech is a leading provider of enterprise legal management, risk management, and human resources solutions. Their platform incorporates automation, analytics, and artificial intelligence technologies to enhance efficiency and compliance across organizations. Mitratech specializes in tools for legal departments, risk management, compliance tracking, and HR management, creating an interconnected environment that empowers professionals to work smarter and achieve better outcomes.

📋 Description

• Handle up to eight new cases per day across email, phone, chat, and a self-service portal — most issues are transactional and solvable in one or two steps • Take inbound phone calls in English, troubleshoot live, and occasionally jump on a quick video call to see the customer's screen and resolve the issue together • Learn our e-billing application end-to-end; once you've built that product knowledge, you'll be certified to administer the platform directly — a real expansion of responsibility • Log every interaction clearly in Salesforce, keeping case records accurate and easy for the whole team to follow • Prioritise cases by SLA and severity, communicate workarounds when needed, and flag patterns that the team should know about • Participate in our after-hours on-call rotation (frequency shared during interviews) • Contribute to a team culture that's still finding its rhythm — we want people who ask questions, share knowledge, and look out for each other.

🎯 Requirements

• Fluent English — written and spoken • At least one year of experience in a customer-facing role, ideally one that involved phone or live support in English • Solid written communication skills — clear, professional, and accurate without needing a template for every message • Comfortable working independently and managing your own queue without close supervision • Detail-oriented: you notice the small things that make a case make sense • Honest and straightforward — we're a close-knit remote team and trust matters a lot to us. • Experience with Salesforce or any ticketing/CRM system (we can train the right person from scratch) • Bilingual Spanish/English — it's a genuine advantage when a customer needs it • Basic Microsoft Excel skills • Familiarity with Windows OS and Microsoft Office.

🏖️ Benefits

• Remote work • Published work culture that supports individual excellence • Learning opportunities • Diversity and inclusion within the work culture