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Technical Support Engineer I

Melbourne, Australia

The Mitratech Support team goal is to be passionate about customer success, by providing world class application support through problem-solving, communication and with continuous improvement. We are looking for highly qualified candidates with an interest in enterprise software applications to join our team of skilled support staff. Mitratech’s support organization is a global team with offices in Austin, TX, London and Melbourne. The Application Support role is responsible for providing functional support, with responsibilities that include working with our clients to troubleshoot, document, and resolve issues from the user interface. Candidates will be expected to work both collaboratively with client contacts and colleagues and must have the ability to be self-directed in order to obtain and clearly communicate resolution of the client’s inquiry.

The key focus of this role will be to support our clients in the day-to-day operation of Mitratech’s SaaS products, which includes responding/resolving inquiries via tickets, chats, and phone calls to support.

Duties & Responsibilities

  • Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions
  • Research, troubleshoot, and resolve support issues within response and resolution goals.  As needed, identify workarounds and communicate to customers
  • Provide solutions where issues are identified via self-service portal
  • Maintain detailed call and email records for all customer interactions
  • Prioritize and resolve issues based on service level agreements and severities
  • Responsible for meeting customer satisfaction goals monthly
  • After-hour on-call support coverage rotation may be required
  • Any other tasks and duties that might reasonably be required of you

Qualifications

  • 6 months - 1 year experience working in a customer service environment
  • You can be committed to help our customers achieve their goals
  • You are strongly self-motivated, have a great curiosity to learn about new things and dive deep to understand what makes things tick
  • You exercise your best judgement and take the action without needing to be told so
  • You are able to manage your own time commitments and work with a remote team to achieve shared goals
  • You are able to mentor, inform, and educate customers as well as members of our own team, above or below you, by distilling the complex and simplifying 
  • You can disagree, share your point of view, yet work together with your team if they want to try something different 
  • Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge
  • Attention to detail with the ability to multi-task and strong organizational skills
  • Experience with Windows Operating Systems and Microsoft Office applications

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