Mitratech

Technical Support Representative I

Mitratech

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $20 per hour

Job Level

Mid-LevelSenior

Tech Stack

CloudGo

About the role

  • Serve as primary point of contact for clients, providing responsive, empathetic technical support via phone, email, and chat
  • Prioritize and resolve customer issues based on severity and SLAs; address urgent issues swiftly
  • Guide and educate clients through troubleshooting steps and software features; provide training and best practices
  • Collaborate with cross-functional teams; act as voice of the customer and escalate as needed
  • Maintain detailed records of client interactions and solutions; document and share knowledge
  • Empower clients to use the platform effectively and maximize value
  • Stay informed on product updates, new features, and industry trends
  • Balance quality and efficiency while managing multiple support requests
  • Provide customer feedback to product teams to drive improvements
  • Temporary role reporting to the Manager, Benefits Expert Services; support during ACA reporting season; fully remote (U.S.)

Requirements

  • U.S. Based Applicants Only
  • Proven Experience in Customer Support: experience providing technical support, preferably in software solutions for business operations
  • Experience with ACA reporting solutions and compliance (seasonal emphasis)
  • Excellent Problem-Solving Skills: strong analytical skills and ability to explain solutions to non-technical clients
  • Familiarity with SaaS and Cloud Platforms
  • Outstanding Communication Skills: fluent in English, written and verbal
  • Experience with Ticketing and CRM Systems (e.g., Zendesk, Freshdesk, Salesforce)
  • Strong Organizational Skills, time management and prioritization
  • Collaborative team player; ability to work independently and in a team
  • Understanding of Data Privacy Regulations (GDPR, HIPAA, and other relevant laws)
  • Bachelor's Degree or Equivalent Experience (degree in related field or hands-on experience)
  • Authorization to work in the U.S.