Mitratech

Human Resources

• Answer, triage and transfer client calls with high level of customer service
• Manage incoming written client correspondence and phone calls for 90+% of the workday
• Create, intake and assign cases to team; monitor volume and team bandwidth to inform workload distribution decisions
• Provide real-time navigation support to clients; diagnose minor technology issues; provide detailed verbal instructions regarding how best to utilize platform and services
• Use active listening to interpret client questions and document concisely with appropriate level of detail
• Use critical thinking to navigate and problem-solve unique client inquiries
• Collaborate and work well with others with regular interruptions
• Responsible for thorough and timely documentation of client interactions using our systems
• Perform other duties as assigned.

HR Coordinator

Support Engineer

• 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.)

Technical Support Representative I

Customer Success Manager

• Representing Mitratech to our clients through regular, positive, and professional communication
• Proactively driving end user adoption through product-focused meetings, tips and tricks, and user adoption check ins
• Managing a portfolio of renewals with the expectation of expanding the base portfolio through negotiating multi-year renewals, annual price increases, and finding expansion opportunities to collaborate with sales team on to closure
• Tracking and documenting clients’ measurement(s) of success throughout the client lifecycle and demonstrating value back to the client as these goals are met
• Shepherding the projects to completion, collaborating with the right people at the right times internally in Mitratech, as well as on the client side, to make sure that projects move forward
• Maintaining regular cadence with sales and account management to communicate insights (positive/negative) that could impact the overall client relationship and retention effort
• Managing and responding to product usage metrics and trends
• Working with marketing to build strong client advocacy through participation in Mitratech events, thought leadership materials, and other activities
• Collaborating with every Mitratech department to achieve completion of daily client needs, communicate long-term client needs, and advise on future client efforts
• Build deep understanding of Mitratech products to promote better user onboarding, increased user adoption, and ongoing refinement of the solution as needs change over time
• Serve as the client’s go-to point of contact during the entire client lifecycle and ensure clients achieve success and increase utilization of our applications

Systems Engineer

• Analyze and monitor automated systems to ensure uninterrupted processing of applications, scripts and communication
• Configure system settings and options
• Plan and execute unit, integration and acceptance testing to meet business requirements
• Troubleshoot failed processes, identify errors and correct data issues
• Write SQL queries to provide reports and manipulate data
• Work closely with business users to provide production support
• Craft queries to answer questions posed by business and customer-facing teams
• Perform routine and ad-hoc data analysis, reconciliation and correction of data issues
• Create and monitor automated jobs for the processing of data
• Perform quality assurance on job automation tasks ensuring they meet requirements
• Handle data preparation and data analysis portions of various projects
• Work with clients and vendors on automation of job processes ensuring effective, stable and timely processing
• Generate reports
• Generate system and process documentation

Production Systems Analyst

Account Manager

• Monitor customer accounts to identify outstanding invoices
• Take the initiative to contact clients early to encourage timely payments
• Contact clients to ask about their overdue accounts/invoices
• Investigate historical data for each outstanding invoice and work closely with the billing team to settle accounts
• Resolve billing and customer payment case inquiries
• Identify and resolve collection issues promptly, ensuring customer satisfaction
• Keep up-to-date records of account status and collection efforts for all outstanding invoices & client accounts
• Analyze aging reports related to invoicing activities and achieve monthly targets
• Report weekly on all accounts' collection activity and accounts receivable status
• Monitor outstanding accounts receivable, conduct follow-up inquiries, and negotiate with delinquent accounts to secure payments
• Apply cash receipts promptly to the correct client account and invoice, ensuring accurate recording and reconciliation
• Serve as a primary point of contact for billing inquiries, resolving issues promptly and maintaining high customer satisfaction
• Participate in process improvement initiatives to enhance collections efficiencies
• Complete other tasks as assigned by the manager

Collections and Account Management Specialist

Data Analyst

• Source data from databases, APIs, and web scraping; extract, transform, and load data into usable formats.
• Clean and prepare data: handle missing values, correct errors, ensure consistency; develop scripts and workflows to automate processes including cadenced reports.
• Analyze and interpret data using statistical tools; identify trends, patterns, and anomalies; perform hypothesis testing and predictive modeling.
• Create dashboards, reports, and presentations using Tableau, Power BI, or other tools to communicate findings to stakeholders.
• Collaborate with cross-functional teams to translate data insights into actionable recommendations and explain complex findings to technical and non-technical audiences.

Senior Data Analyst

Solutions Engineer

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.
For over 35 years, the experts at Mitratech have been focused on solving the 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.
Mitratech is seeking a Senior Integrations Engineer who will serve as a technical leader responsible for architecting, implementing, and optimizing complex integrations between the Mitratech Platform and third-party systems.
Lead the design of complex, multi-system integration solutions ensuring scalability, maintainability, and security.
Own the end-to-end deployment process for high-profile or technically challenging integrations.
Serve as primary escalation point for advanced integration troubleshooting and resolution.
Coach and guide junior engineers, fostering technical excellence and professional growth.
Define and enforce integration standards, reusable frameworks, and best practices.
Partner directly with enterprise customers to gather requirements, validate solutions, and ensure success.
Monitor, analyze, and optimize integration performance; proactively prevent incidents.
Research and recommend new tools, frameworks, and approaches to enhance integration capabilities.
Provide regular updates to leadership, customers, and project stakeholders.