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
The Mitratech Support team’s goal is to be passionate about customer success, by providing world-class application support and upgrade assistance through problem-solving, communication, and continuous improvement. The Technical Consultant-Support will provide a hybrid level of customer service and project management to ELM Clients. TeThey will collaborate closely with our worldwide team of skilled Support Engineers, System Administrators, and Developers to rapidly resolve software issues and quickly address customer requests. These activities may include troubleshooting software issues, assessments, testing, configuration, recurring client meetings, and training for our clients. The Technical Consultant works under the direction of the Support Manager but may also be required to lead small to medium engagements and work directly with clients. Serve as an escalation point to Customer Support Representatives and provide mentorship to engage a successful team. Successful candidates must possess excellent communication, analytical, and problem-solving skills along with strong technical acumen to deliver the highest level of problem resolution and service excellence.
Essential Duties & Responsibilities:
- Serve as the first point of contact (via phone, email, web-based support portal) for Mitratech’s user base.
- Leading multiple upgrade or transactional projects in varying phases simultaneously, working within the overall project plan and schedule.
- Troubleshoot issues through reproducing the problem and determining resolution through knowledge of Mitratech products.
- Advising clients on configuration options based on best practices.
- Supporting standard software training and customization testing, including preparation of test scenarios. Overseeing client user acceptance testing.
- Collaborating with customer team participants, Client Managers, and Engineering to ensure project success.
- Facilitating communication upward and across internal project teams including project status, justifications for variances, and technical information (architecture, design, and implementation objectives).
- Ensuring that all project deliverables are complete (broad-based perspective).
- Triage newly reported problems, assign proper severity, and work to identify a resolution.
- Updating ticket tracking system to provide accurate and current status of support and/or upgrade issues.
- Recreate product defects and work with engineering maintenance team on scoping resolution to provide to clients.
- Create Knowledgebase articles regularly to expand self-help tools for customers and internally.
- Serve as escalation point to Technical Support Engineers, as needed.
Requirements & Skills:
- 4+ years of experience working with enterprise software applications in a support, service, development or equivalent role
- Strong attention to detail
- Strong presentation skills
- Quick learner
- Hands-on approach
- Strong sense of ownership
- Strong sense of urgency
- Self-starter with ability to work with minimal supervision
- Excellent written and verbal communication skills
- Ability to work with all levels of internal staff, clients and prospects
- Ability to work on multiple projects and deliverables simultaneously
- Ability to handle confidential client and company information
- Proficiency in Microsoft Office: Excel, Word, PowerPoint, Outlook, Project
- Ability to train others in use of Mitratech products
- May require flexible working schedule
Desired Skills:
- Knowledge of Salesforce
- Knowledge of database software
- Proficiency with relational databases, SQL, Client Server and report writers (preferably Business Objects and Discoverer)
- Creating and running reports and/or running basic SQL queries
Education:
- Bachelor’s degree in related discipline required (Engineering/CS/MIS/Communications degree preferred)
Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com
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.