Collections and Account Management Specialist
Mitratech
Job Level
JuniorMid-Level
About the role
- Ensure client satisfaction by providing technical and functional support
- Receive incoming customer calls and emails and respond to requests
- Follow existing procedures to solve problems, including use of a bug tracker
- Troubleshoot software problems, system performance issues, and user errors
- Support and educate customers in the use of Questel Patent SaaS products (including IP Management System)
- Communicate customers' requests for product improvements
- Ensure proper follow-up with clients and good cooperation with Sales, Admin and Technical Teams
- Meet with customers to understand needs and provide support solutions
- Stay up to date on product features and system updates
- Follow internal trainings on product functionality, troubleshooting, and customer service best practices
- Possibly participate in testing phases before updates and act on specific aspects
- Escalate and communicate effectively with regional and global leadership when needed
- Work on special projects and other duties as assigned by management
Requirements
- Master's degree or licence degree or comparable work experience
- Proficient in Microsoft Office Suite
- Minimum of two years’ experience in SaaS customer support (B to B)
- Good ability to understand and solve technical problems
- Experience in the use of IPMS tools
- Previous experience with Salesforce administration preferred
- Basic knowledge of Patents filing procedures or Intellectual Property in general
- Fluency in English required
- Second and third European languages (French, Italian, Spanish, German) are a plus
- Excellent time management and ability to prioritize tasks effectively
- Strong customer-oriented mindset with a focus on service quality
- Ability to work independently while collaborating well in a team
- Exceptional interpersonal, telephone, and customer service skills
- Strong problem-solving abilities and a proactive approach
- Eagerness to learn, listen, and continuously improve
- Comfortable with technology and adaptable to various technical tools
- Skilled in handling multiple tasks efficiently
- Clear and professional written and verbal communication skills
- Valid authorization to work in Slovenia and the ability to reside in the country
