Temporary - Technical Support Representative I

Mitratech Holdings Inc; Deutschland; Remote; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A leading software company is seeking a Technical Support Representative I for a temporary remote position. The ideal candidate will provide empathetic support and guide clients through technical challenges. Strong problem-solving skills, familiarity with SaaS platforms, and excellent communication in English are crucial. This role is fully remote and offers a competitive hourly wage, starting in October 2025.

Qualifikationen

• Proven experience in customer support with a customer-first mindset.
• Strong analytical abilities to break down complex issues.
• Experience supporting cloud-based software.
• Ability to explain technical concepts clearly.

Aufgaben

• Deliver exceptional customer support across multiple channels.
• Proactively resolve technical challenges.
• Guide clients through troubleshooting steps.
• Document client interactions and maintain records.
• Provide training and ongoing support for clients.

Kenntnisse

Customer support experience

Problem-solving skills

SaaS and Cloud platform familiarity

Communication skills (Fluent English)

Ticketing and CRM systems experience

Organizational skills

Team player

Understanding of Data Privacy Regulations

Ausbildung

Bachelor’s Degree or Equivalent Experience

Tools

Zendesk

Freshdesk

Salesforce

Jobbeschreibung

Overview

Temporary - Technical Support Representative I – Remote US. Mitratech is a team focused on building world-class products for Legal, Risk, Compliance, and HR functions. We value an inclusive, fast-paced culture that supports individual excellence and collaboration across a globally dispersed team.

We are looking for a temporary Technical Support Specialist who will help clients fully leverage our software solutions, focusing on ACA reporting season. You will partner with clients to resolve technical challenges and ensure they receive the support needed to succeed.

Your primary responsibilities are to provide responsive, empathetic support and guide clients through technical issues and software features to maximize value and alignment with their organizational needs.

U.S. Based Applicants Only: This is a temporary, full-time, non-exempt role reporting to the Manager, Benefits Expert Services. The role is expected to start in early October 2025 and last through early April 2026. This role can be fully remote and available anywhere in the U.S., with no travel required. Pay range: $20/hour USD.

Key Responsibilities

• Deliver Exceptional Customer Support: Be the first point of contact for clients, offering prompt, courteous, and professional assistance across phone, email, and chat. Ensure every interaction leaves a positive impression and reinforces customer satisfaction.
• Proactively Resolve Issues: Prioritize issues based on severity and SLAs. Quickly resolve technical challenges while maintaining a positive client experience and addressing urgent issues swiftly.
• Exceed Customer Expectations: Aim to meet and surpass customer satisfaction goals by delivering outstanding support and building lasting relationships.
• Guide and Educate Clients: Lead clients through troubleshooting steps and provide clear, easy-to-understand solutions. Empower them to use the platform effectively.
• Collaborate Across Teams: Work with cross-functional teams to ensure issues are resolved and act as the voice of the customer to align departments on delivering quality service.
• Document and Share Knowledge: Maintain detailed records of client interactions and solutions; share insights to improve future experiences for individual clients and the broader customer base.
• Empower Clients with Training: Provide training and ongoing support to ensure clients are equipped to use the software’s features and capabilities; share best practices.
• Stay Informed and Be Proactive: Remain up to date on product updates and industry trends to offer relevant guidance.
• Balance Quality and Efficiency: Manage multiple support requests concurrently while ensuring timely resolutions and high-quality service.
• Provide Feedback for Continuous Improvement: Share customer feedback with the product team to drive product and service improvements.

Qualifications & Requirements

• Proven Experience in Customer Support: Experience providing technical support, preferably for software solutions in business operations; a customer-first mindset is essential.
• Excellent Problem-Solving Skills: Strong analytical abilities to break down complex issues and provide actionable solutions for non-technical clients.
• Familiarity with SaaS and Cloud Platforms: Experience supporting cloud-based software; familiarity with SaaS is a plus.
• Outstanding Communication Skills: Fluent in English (written and verbal) with the ability to explain technical concepts clearly.
• Experience with Ticketing and CRM Systems: Familiarity with ticketing systems such as Zendesk, Freshdesk, or Salesforce.
• Strong Organizational Skills: Ability to manage multiple requests, with solid time management and prioritization.
• Collaborative Team Player: Able to work independently and as part of a team, contributing to the customer support function.
• Understanding of Data Privacy Regulations: Knowledge of GDPR, HIPAA, and related data privacy laws to ensure compliant handling of client data.

Education

Bachelor’s Degree or Equivalent Experience: 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.

EEO and Diversity

Mitratech is proud to be an EEOE, M/F/D/V and is committed to diversity in practice and spirit. Mitratech participates in the Electronic Employment Verification Program (E-Verify).