Tracker Corp Looking for Technical Support Engineer II at Remote

Tracker Corp; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

Join a dynamic and innovative team dedicated to simplifying operations for Fortune 100 companies! This role offers the chance to work closely with clients, providing essential support for Mitratech products while honing your problem-solving and communication skills. You'll thrive in a diverse and inclusive environment that values individual excellence and offers numerous learning opportunities. If you're a proactive self-starter with a passion for technology and customer service, this is the perfect opportunity to grow your career in a supportive and energetic atmosphere.

Qualifications

• 2+ years experience in software application support required.
• Bachelor's degree in a related discipline or relevant experience preferred.

Responsibilities

• Assist customers with Mitratech products through various support channels.
• Triage and troubleshoot reported problems to identify resolutions.
• Create Knowledge base articles to enhance self-help tools.

Skills

Software Application Support

Customer Relationship Management

Problem Solving

Communication Skills

API Knowledge

Education

Bachelor’s Degree in Engineering

Bachelor’s Degree in Computer Science

Bachelor’s Degree in Management Information Systems

Bachelor’s Degree in Communications

Job description

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. 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.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm – join our global team and see why it’s so special to be a part of Mitratech!

Job Overview

Essential Duties & Responsibilities:

1. Provide assistance to customers, consultants, and partners on the usage of Mitratech products through our customer support portal, email, chat, and phone.
2. Advise clients on configuration options based on best practices.
3. Triage newly reported problems, assign proper severity, and work to identify a resolution.
4. Troubleshoot issues by reproducing the problem and determining a resolution.
5. Update the ticket tracking system to provide accurate and current status of support issues.
6. Identify case trends and report to services and development.
7. Maintain proactive communication upward and across client contacts.
8. Create Knowledge base articles regularly to expand self-help tools for customers and internally.

Requirements & Skills:

1. 2+ years experience in software application support.
2. Bachelor’s degree in a related discipline or relevant experience required (Engineering/CS/MIS/Communications degree preferred).
3. Quick learner with a hands-on approach.
4. Strong sense of ownership and urgency.
5. Experience with APIs preferred, but not required.
6. Excellent organizational, customer relationship, verbal, and written communication skills.
7. Highly dependable and professional.
8. Excellent problem-solving and listening skills.
9. Ability to train others in the use of Mitratech products.
10. Highly motivated, proactive self-starter with a positive attitude.

All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your candidate application.

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.