Customer Service Representative

Summary

Join Mitratech, a team of technocrats building world-class products for Fortune 100 companies. As a Customer Service Representative, you will deliver high-quality customer service via phone, email, and chat. You'll develop in-depth knowledge of AssureHire's background screening software through our training program. This role requires strong communication, problem-solving, and organizational skills. We offer a supportive team environment and opportunities for growth. A high school diploma or equivalent is required; a bachelor's degree or equivalent experience is preferred.

Requirements

• Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge
• Attention to detail with the ability to multitask
• Strong organizational and time management skills
• Ability to work in fast-paced, high transaction volume environments with minimal training
• Excellent verbal and written communication skills, including high proficiency or bilingual fluency in English
• Self-motivated and able to work under pressure to deliver high-quality solutions
• Experience with Windows Operating Systems and Microsoft Office applications
• Technical interest and/or experience
• Works well in a team environment, as well as independently
• Excitement and enthusiasm to learn and grow within our team
• High School Diploma or equivalency required

Responsibilities

• Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions
• Obtain and evaluate all relevant information to handle inquiries and deliver service on software products
• Research, troubleshoot, and resolve support issues within response and resolution goals
• Identify workarounds and communicate to customers as needed
• Maintain detailed call, emails, chat and relevant client information for all customer interactions
• Prioritize and resolve issues based on service level agreements and severities
• Responsible for meeting customer satisfaction goals monthly
• Organize work efforts using different communication channels (phone/chats/emails) to meet delivery expectations of established SLAs
• Cross-departmental collaboration to resolve issues or concerns

Preferred Qualifications

Bachelor's degree or equivalent work experience preferred