Remote Technical Support Specialist II

Summary

Join our global team and see why it's so special to be a part of Mitratech! We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun!

Requirements

• 2+ years of experience working with enterprise software applications in support, development/QA, services or similar technical role
• Experience with Windows and Microsoft Office
• Excellent customer support skills – verbal and written communication, empathy, patience, and a passion for helping solve problems with other people
• Critical thinker and adept at problem-solving
• Interpersonal skills: Remain open to others' ideas and exhibit willingness to try new things
• Education: Bachelor or Master of Science in Business/Computer Science/Engineering or relevant experience required

Responsibilities

• Provide assistance to customers, consultants and partners on the usage of Mitratech products through our customer support portal, email, chat and phone
• Troubleshoot issues through reproducing the problem and determine resolution
• Triage newly reported problems, assign proper severity and work to identify a resolution
• Update the ticket tracking system to provide accurate and current status of support issues
• Create Knowledge-base articles regularly to expand self-help tools for customers and internally