Product Support Specialist

At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. 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! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries. As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Overview

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 the 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  

Requirements & Skills:  

6 months - 1 year of experience working in a customer service environment  

Highly dependable and professional  

Excellent problem-solving and listening skills  

Highly motivated, self-starter with a positive attitude    

Proficient/fluent English-language written and verbal communication skills  

Experience using case management systems (Salesforce.com, Jira, Zendesk)  

Experience with Windows Operating Systems and Microsoft Office applications  

Compensation

We will disclose intended pay ranges in our job ads for US-based opportunities. This role can be performed 100% remote, anywhere in the US. Anticipated Pay Range: $45,000 – $55,000 Annually USD

Total compensation includes US employee benefits and annual bonus eligibility.

Benefits we offer:

Health, Dental & Vision Insurance

• 401 (k) + Employer Match
• Open PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off

STD, LTD & Group Life Insurance

Paid Parental Leave

Pet Insurance

FSA & HSA Options

Employee Assistance Program

Perks we offer:

Remote Work

Career Advancement & Professional Development Opportunities 

Employee Recognition

LinkedIn Learning Platform

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit:  everify.com

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.