Customer Service Representative

Summary

Join Mitratech's global team as a Customer Service Representative and deliver exceptional support to clients using our AssureHire background screening software. You will be the first point of contact for clients via phone, email, and chat, resolving their issues and ensuring high customer satisfaction. This role requires strong communication, problem-solving, and organizational skills, along with experience with Windows and Microsoft Office applications. A high school diploma is required, while a bachelor's degree or equivalent experience is preferred. Mitratech offers a supportive and inclusive work environment with opportunities for growth and development.

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