Temporary - Technical Support Representative I
Skills
- Strong verbal and written English communication skills
- Proven troubleshooting and problem-solving ability
- Experience with ticketing/CRM systems (e.g., Zendesk, Freshdesk, Salesforce)
- Familiarity supporting SaaS and cloud-based applications
- Organizational and time-management skills to handle multiple customer requests
- Working knowledge of data privacy regulations such as GDPR and HIPAA
- Customer-first mindset with focus on delivering positive experiences
Responsibilities
- Serve as first point of contact for customers via phone, email, and chat, delivering professional and courteous support.
- Triage and prioritize issues according to severity and SLAs, working toward rapid resolution.
- Troubleshoot technical problems and guide customers through clear, step-by-step solutions.
- Document cases and solutions in the ticketing system and contribute to internal knowledge base.
- Collaborate with product and engineering teams to escalate and resolve complex issues.
- Provide training and best-practice guidance to help customers effectively use the platform.
- Collect and share customer feedback to inform product improvements and roadmap decisions.
- Manage multiple support requests concurrently while maintaining service quality and response targets.
Education
- Bachelor’s degree or equivalent practical experience in a customer-facing technical role
- Degree in related fields (Customer Support, IT, HR Technology) preferred but not required
Benefits
- Remote work and a globally distributed, inclusive team culture
- Opportunities for learning, training, and professional development
- Collaborative environment with cross-functional exposure
- Chance to work with enterprise-grade HR, compliance, and legal software
Average salary estimate
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Founded in 1987 and headquartered in Austin, Texas, Mitratech is a global technology company for corporate legal departments, risk, and compliance professionals.
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