Customer Service Associate

Summary

Join Mitratech, a team of technocrats building world-class products for Legal, Risk, Compliance, and HR functions. We are a globally dispersed team with a diverse and inclusive culture focused on individual excellence, learning, and fun. We offer a blend of entrepreneurial spirit and enterprise investment, allowing for rapid growth with leading-edge technologies. For over 35 years, we've served 20,000 client companies globally, including 30% of the Fortune 500. We are looking for resourceful and enthusiastic individuals to join our growing global team. This role involves providing operational support, addressing client issues, and maintaining accurate client information.

Requirements

• Ability to work effectively in a team environment with a strong commitment to team success
• Ability to prioritize and work under a tight schedule
• Ability to learn new programs and take on new tasks
• Strong working knowledge of Microsoft Office
• Strong problem-solving skills
• Strong verbal and written communication skills
• Must be adaptable and capable of managing multiple priorities
• Must be organized and detail-oriented
• Must be discipline in time management
• Ability to maintain complete confidentiality
• High school diploma or general education degree (GED) with a minimum of two years of related experience required

Responsibilities

• Problem-solving and the ability to answer support calls and respond to support tickets while providing superior customer service
• Provide operational support by completing a wide variety of data-entry and external support tasks
• Research and obtain further information for incomplete entries
• Maintain and update accurate client information
• Update databases and relay information to pertinent parties
• Schedule and execute quality control checks
• Address escalated client and other end-user issues
• Assist team members by coordinating tasks, including timekeepers, data entry, inbox management, and other responsibilities
• Prioritize workload according to Quovant methodology and client guidelines
• Provide daily customer support by managing inquiries and calls through Zendesk or other CRM plataforms
• Maintain a strong understanding of Quovant services
• Cross-train and support other team members within Law Firm Services when needed or as requested by the department manager
• Complete other duties at the discretion of management (supervisor and/or director)

Preferred Qualifications

Bachelor’s Degree: Business Administration, Communications, or related field is desirable