Technical Implementation Specialist

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. 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.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Overview 

The Technical Implementation Specialist consults with partners to identify product goals, timelines, set appropriate expectations, and advise clients regarding new products and special customized solutions. The Technical Implementation Specialist also configures the site setup, working with product and engineering teams as needed to drive successful configuration and adoption of customized solutions.

Essential Functions of the Position

• Lead multiple deployments at a time, ranging from relatively simple to highly complex
• Conduct operational reviews to learn about each customer’s critical workflows and operational processes
• Responsible for clients’ onboarding/training process using the implementation project plan/online tools.
• Configure software to best support each customer’s operational needs; find and implement creative workarounds where required
• Collaborate with the Product and Design teams on the design and requirements for product enhancements driven by your customers’ needs
• Explain the project goals and milestones throughout the implementation process
• Accurately and succinctly document client configuration in Confluence
• Serve as the liaison for the technical solution as outlined by the Solution Architect and the Customer stakeholders
• Support clients in setting up API, SSO, and resolving data issues
• Review Cloud logs for errors, successes, and identify issues that may arise
• Other role-related duties as assigned

Core Competencies

• Fostering Teamwork:  As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to learn to work together.
• Building Collaborative Relationships**: The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.
• Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach.
• Initiative: Identifying what needs to be done and doing it before being asked or before the situation requires it.
• Conceptual Thinking: The ability to find effective solutions by taking a holistic, abstract, or theoretical perspective.
• Managing Performance: The ability to take responsibility for one’s own or one’s employees’ performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
• Technical Expertise: The ability to demonstrate depth of knowledge and skill in a technical area.
• Managing Change: The ability to demonstrate support for organizational changes needed to improve the organization’s effectiveness; initiating, sponsoring, and implementing organizational change; helping others to successfully succeed with organizational change.

Experience, Skills, Abilities, Education, and Certifications

• 2+ years of experience in a contact center or customer support role
• Excellent customer support skills to include all of the following:
• Effective verbal and written communication on the phone and in writing
• Demonstrated empathy & patience with others
• Capable of understanding the information needed from others to effectively resolve their issues & needs
• Proficient in using Salesforce, Jira, and Postman
• Capable of learning and effectively using new technology · Advanced Microsoft Excel skills · 

 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.