Technical 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

• Provide frontline assistance to customers, troubleshooting common software issues • Document customer interactions and ensure timely resolution of support requests • Serve as a first point of contact for customer inquiries via phone, email, chat, and support portal • Troubleshoot routine software, configuration, account access, and usability issues • Reproduce reported issues, gather logs and escalate unresolved or complex issues to Technical Support Specialist II team members • Create, document, and manage support tickets within the support management system • Manage assigned support cases within established SLAs • Meet or exceed established performance metrics related to productivity, quality, responsiveness, and customer satisfaction • Contribute to internal knowledge base content and support documentation

🎯 Requirements

• 1–2 years of experience in customer service, technical support, help desk, IT support, or a related field. • Basic understanding of web-based applications, SaaS platforms, browser technologies, operating systems, and networking fundamentals. • Excellent written and verbal English communication skills, with a strong customer service orientation and a desire to help customers succeed. • Strong organizational skills and attention to detail, with the ability to manage multiple tasks in a fast-paced environment. • Strong problem-solving and analytical abilities with a desire to learn and grow technical skills over time. • Familiarity with ticketing systems or customer service platforms preferred.

🏖️ Benefits

• Inclusive work culture • Learning opportunities • Remote work