At Mitratech, we are focused on building world-class products that empower and automate operations in the Legal, Risk, Compliance, and HR professionals. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence. Mitratech partners with more than 10,000 companies worldwide and takes pride in being a fast-growing company. 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
Mitratech is looking for a Product Support Analyst to join our Circa product team. This person will be responsible for helping internal and external customers successfully utilize our technology platform. You will provide tier 3 support, answer technical questions, monitor backend systems, and help create a knowledgebase of common issues. You will help manage several sources of support from end user requests to system generated notifications and queues. You will focus on helping the technology team ensure that our systems are working properly, our users understand its capabilities, and bugs are documented.
About You
You are a quick learner, great communicator, and adaptable to technology, business needs, and pace change frequently. You are highly self-motivated, and able to adopt new tools and processes quickly. You display strong time management skills, a high attention to detail, and excel at prioritization and problem-solving. You are comfortable working with and providing clear information to both engineering teams and end users. You have a passion for assisting individuals in finding precise and timely solutions.
About the Position
Essential Duties & Responsibilities:
- Efficiently triage ticket requests, prioritizing and resolving them or routing them to the appropriate teams for resolutions
- Troubleshoot requests through replicating the problem and identifying a solution
- Through our helpdesk, provide technical onboarding support and setup for new employer accounts
- Monitor critical system notifications and queues to ensure proper execution of our products
- Write clean, maintainable, and easily understood JSON configurations and C# scripts within a designated user interface framework
- Document common issues and questions
Additional activities may include:
- Identify and describe bugs or complex employer requests with the engineering maintenance team to create the appropriate solutions
- Collaborate with internal teams to create new processes or documentation to support new product releases
- Performing other duties as required and assigned
Required Skills:
- Basic familiarity with technology and a genuine interest in expanding knowledge and skills within a technical role
- Willingness to learn new technologies
- Excellent problem-solving abilities paired with strong communication skills
- Self-driven and motivated in an independent environment
- You have high proficiency or fluency in English, written and verbal
Preferred Skills:
- Ability to read and identify paths in APIs and XML Structures
- Ability to inspect websites to identify XPaths from website pages for data extraction
- Working knowledge of SQL to create basic queries
- Ability to read, create, and modify basic C# scripts and JSON configurations
- Familiarity with HTML elements and their properties
Education:
- Undergraduate degree in related discipline or equivalent work experience required
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.