Back to jobs
New

Professional Service Consultant II

Melbourne, Australia

Our team is changing the face of legal, compliance, and operational risk. Today, our products run over 1200
corporations of all sizes across the globe, representing six of the Fortune 10, almost 40 percent of the
Fortune 500, and over 50,000 users in over 150 countries. These teams depend on our technology and our
people to help them grow and protect their organizations. Our approach to work is proactive, collaborative,
and committed. The professionals who thrive at Mitratech are those who know how to balance individual
excellence with teamwork. We believe enthusiasm fuels great work, so we look for people who are truly
passionate about creating an environment of transparency, predictability, and control just as we do for our
clients.

 

The Professional Services Consultant participates and contributes to the successful completion of assigned client
implementation project activities of Mitratech. These implementation project activities include
requirements analysis and definition, configuration of software, conference room pilots, testing, and go-live
support for our clients. The Professional Services Consultant plans, researches, and analyzes the business requirements
of the client; makes reasoned decisions after assessing the circumstances, and then provides
recommendations along with the risks and issues involved with each alternative to the client.

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

  • 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

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
Select...

Total compensation includes your base salary + any variable, commission, or performance incentives.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Mitratech’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.