Customer Support Representative

Summary

Join Mitratech's global team as a Customer Support Representative Tier I and deliver exceptional client support by acting as the first point of contact for customers, partners, and consultants. You will proactively resolve issues, exceed customer expectations, and recreate, investigate, and resolve reported problems. Your responsibilities include guiding and educating customers, collaborating with the education team, and identifying and escalating software issues. You will need a customer-centric mindset, strong communication and problem-solving skills, and technical acumen. Mitratech offers a fast-paced environment where you can contribute to team growth and professional development.

Requirements

• Customer-Centric Mindset : A passion for delivering exceptional customer service, always going the extra mile to ensure client satisfaction and success
• Strong Communication Skills : Fluent in written and verbal English, with the ability to clearly communicate technical concepts to non-technical clients
• Problem-Solving : Strong analytical skills to troubleshoot issues and quickly determine resolutions. You are a critical thinker who approaches challenges with creativity and a sense of urgency
• Technical Acumen : A solid understanding of software and technical systems. Ability to quickly learn new software platforms and tools is essential. Knowledge of troubleshooting techniques and the ability to identify, diagnose, and resolve technical issues
• Thriving in a Fast-Paced Environment : Adapt quickly in a dynamic work environment, balancing multiple tasks while contributing to team growth and your professional development
• Case Management Systems : Experience using case management tools like Salesforce.com, Jira, or ZenDesk to manage and track customer interactions
• Team Collaboration : Able to work independently or as part of a team, prioritizing tasks effectively and contributing to the overall success of the support team
• Bachelor’s Degree or Equivalent Experience: A degree in a related field (e.g., Customer Support, HR Technology, Application Service Delivery), or equivalent hands-on experience in a customer-facing support role

Responsibilities

• Deliver Exceptional Client Support : Be the first point of contact for customers, partners, and consultants, assisting them with any issues through multiple channels—email, phone, chat, and our support portal. You aim to ensure they always feel supported, valued, and understood
• Act as a Client Advocate : Always put the client first by listening actively, understanding their needs, and advocating for their best interests in every interaction. Ensure that issues are resolved promptly and that clients feel satisfied
• Proactively Resolve 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
• Exceed Customer Expectations : 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
• Recreate, Investigate, and Resolve Issues : Work directly with clients to replicate and troubleshoot reported issues, providing workarounds when necessary. Use a methodical approach to isolate the root cause of problems, involving integrations, client infrastructure, or our hosted environments as needed
• Guide and Educate Customers : Help customers troubleshoot issues and understand best practices. Share educational resources to enhance their knowledge and confidence in using the product
• Collaborate with the Education Team : Work with the Education team to improve documentation, create useful resources, and share helpful recordings with customers to support their learning
• Identify, Document, and Escalate Software Issues : Document and escalate unresolved or complex issues to technical teams, ensuring customer concerns are communicated and quickly addressed
• Proactive Collaboration Across Departments : Collaborate with other teams to improve customer experience, share feedback, and help refine products and support processes