Application Support Specialist

Summary

Join Mitratech's global team as an Application Support Specialist, providing exceptional customer service and support for our HR & Talent Management software. This role requires strong communication, problem-solving, and technical skills, with a customer-first approach. You will proactively resolve issues, exceed customer expectations, and collaborate with cross-functional teams. Responsibilities include managing the careers site, training, system integrations, and HTML form development. The ideal candidate possesses strong communication, problem-solving, and technical skills, thriving in a fast-paced environment.

Requirements

• Possess strong organizational, communication, time management, and written skills to interact effectively with a diverse range of customer needs
• Have superior problem-solving and active listening skills to quickly diagnose and resolve customer issues
• Be fluent in English, both written and verbal, with the ability to communicate technical concepts clearly to non-technical clients
• Have a proactive, customer-centric approach to handling inquiries and ensuring customer success
• Be able to work independently and within a team, managing multiple priorities while delivering exceptional service
• Have proven expertise in managing customer interactions in a fast-paced, high-transaction environment, ensuring satisfaction and efficiency
• Have a deep interest in HR software solutions with a continuous desire to learn and improve
• Be familiar with Salesforce or other CRM platforms, with a strong focus on delivering tailored, customer-focused solutions
• Be highly detail-oriented with excellent multitasking abilities to maintain high-quality service delivery under pressure
• Be adaptable to a high-volume, fast-changing environment, committed to providing quick, effective solutions to customer challenges
• Have a Bachelor’s degree in a related discipline, or equivalent relevant experience in customer support, HR technology, or application service delivery

Responsibilities

• Provide exceptional customer support by responding to inquiries via phone, email, and web-based support portal, ensuring timely and accurate resolution of each request. Listen to customer concerns, gather relevant information, and offer clear, practical solutions for software-related 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
• 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
• Troubleshoot, research, and resolve support issues within established response and resolution goals, ensuring prompt and accurate support
• Maintain comprehensive records of customer interactions, including calls, emails, and other relevant client data, ensuring seamless follow-up and service consistency
• Collaborate with cross-functional teams to resolve customer issues, ensuring all departments are aligned in providing the best possible service to our clients
• Lead the management and maintenance of Careers Site updates, ensuring that customers have access to the latest features and functionalities
• Manage onboarding training courses and SCORM Cloud integrations, ensuring customers have the resources and tools they need to succeed with the software
• Support ongoing customer needs such as location additions, mapping adjustments, and position updates, ensuring seamless integration within the system
• Partner with the Client Success Manager and Technical Advisor to execute project-based work for key accounts, ensuring timely delivery of customer-driven optimizations
• Develop and maintain HTML forms used within the software, ensuring they meet customer needs and integrate smoothly into their workflows
• Manage integration cases, collaborating with technical teams to ensure seamless integration of third-party software and systems into the platform