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!

Job Overview 

The Product Support Specialist I is the frontline champion of the Mitratech customer experience. In this role, you will deliver timely, high-quality resolutions to client issues, grow customer confidence through consistent and expert engagement, and achieve measurable satisfaction goals that reflect our commitment to excellence. 

Job Description 

Essential Duties & Responsibilities 

• 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 

Requirements & Skills: 

• 1+ year experience working in a customer service environment 

• Highly dependable and professional 

• Excellent problem solving and listening skills 

• Highly motivated, self-starter with a positive attitude   

• Proficient/fluent English-language written and verbal communications skills 

• Experience using case management systems (Salesforce.com, Jira, ZenDesk) 

• Experience with Windows Operating Systems and Microsoft Office applications 

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.