Product Support Specialist

The Wrap; United States; Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Remote Work

Health, Dental & Vision Insurance

401(k) + Employer Match

Open PTO + 11 Holidays + Wellness Days

Job summary

Mitratech is seeking a customer support professional to serve as the first point of contact via phone, chat, email, and web-based portal. You will research, troubleshoot, and resolve issues, maintaining records and meeting SLAs to ensure high customer satisfaction.

This role offers 100% remote work within the United States. Ideal candidates have 6 months to 1 year in customer service, strong problem-solving and communication skills, and experience with Salesforce, Jira, or Zendesk.

Qualifications

• 6 months to 1 year of customer service experience.
• Excellent problem-solving and listening skills.
• Fluent English written and verbal communication.
• Proficient with case management systems (Salesforce, Jira, Zendesk).
• Experience with Windows OS and Microsoft Office.

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. Identify workarounds and communicate to customers as needed.
• 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.

Skills

Customer service

Problem-solving

Active listening

English communication

Tools

Salesforce

Jira

Zendesk

Windows OS

Microsoft Office

Job description

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.