Technical Support Engineer I

The Mitratech Support team goal is to be passionate about customer success by providing world class application support through problem-solving communication and with continuous improvement. We are looking for highly qualified candidates with an interest in enterprise software applications to join our team of skilled support staff. Mitratechs support organization is a global team with offices in Austin TX London and Melbourne. The Application Support role is responsible for providing functional support with responsibilities that include working with our clients to troubleshoot document and resolve issues from the user interface. Candidates will be expected to work both collaboratively with client contacts and colleagues and must have the ability to be self-directed in order to obtain and clearly communicate resolution of the clients inquiry.

The key focus of this role will be to support our clients in the day-to-day operation of Mitratechs SaaS products which includes responding/resolving inquiries via tickets chats and phone calls to support.

Duties & Responsibilities

• Serve as the first point of contact via phone chat email and web-based support portal to provide solutions
• Research troubleshoot and resolve support issues within response and resolution goals. As needed identify workarounds and communicate to customers
• Provide solutions where issues are identified via self-service portal
• Maintain detailed call and email records for all customer interactions
• Prioritize and resolve issues based on service level agreements and severities
• Responsible for meeting customer satisfaction goals monthly
• After-hour on-call support coverage rotation may be required
• Any other tasks and duties that might reasonably be required of you

Qualifications

• 6 months - 1 year experience working in a customer service environment
• You can be committed to help our customers achieve their goals
• You are strongly self-motivated have a great curiosity to learn about new things and dive deep to understand what makes things tick
• You exercise your best judgement and take the action without needing to be told so
• You are able to manage your own time commitments and work with a remote team to achieve shared goals
• You are able to mentor inform and educate customers as well as members of our own team above or below you by distilling the complex and simplifying
• You can disagree share your point of view yet work together with your team if they want to try something different
• Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge
• Attention to detail with the ability to multi-task and strong organizational skills
• Experience with Windows Operating Systems and Microsoft Office applications