Technical Support Engineer – I

October 27

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Mitratech

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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.

1001 - 5000 employees

📋 Compliance

☁️ SaaS

💰 Private Equity Round on 2017-04

📋 Description

• 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

🎯 Requirements

• 6 months - 1 year experience working in a customer service environment • You can be committed to help our customers achieve their goals • You are strongly self-motivated, have a great curiosity to learn about new things and dive deep to understand what makes things tick • You exercise your best judgement and take the action without needing to be told so • You are able to manage your own time commitments and work with a remote team to achieve shared goals • You are able to mentor, inform, and educate customers as well as members of our own team, above or below you, by distilling the complex and simplifying • You can disagree, share your point of view, yet work together with your team if they want to try something different • 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 • Experience with Windows Operating Systems and Microsoft Office applications