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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!
The Tier I Technical Support Engineer will provide the first line of support to our customers. They will collaborate closely with our team of skilled Support Engineers to rapidly resolve software issues and quickly address customer requests. Technical Support Engineers will have the opportunity to build their technical skills and the ability to learn a wide range of technologies related to Application Servers, Database Servers, and Reporting components. 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:
· Assist customers and other team members with the usage of our products through our support portal, email, and phone
· Troubleshoot issues by reproducing the problem and determining the resolution
· Triage newly reported problems, assign proper severity, and work to identify a resolution
· Update the ticket tracking system to provide an accurate and current status of support issues
· Create Knowledge-base articles regularly to expand self-help tools for customers and internally
Qualifications:
· Experience with Microsoft Windows
· Ability to install, configure, and technically understand enterprise software applications
· Experience with browser developer tools and ability to understand application/system log files
· 2 years of experience working with enterprise software applications in support, development/QA, services, or a similar technical role
· Bachelor’s degree with a focus in computer science, information sciences, or business, or relevant experience
· Proficient/fluent English-language written and verbal communication skills
· Highly dependable and professional
· Excellent problem-solving and listening skills
· Highly motivated, self-starter with a positive attitude
· Proficient in assisting customers over the phone
· Ability to work both independently and in a group, and prioritize one’s own work
· Ability to explain technical issues to non-technical staff and clients
· Experience using case management systems (Salesforce.com, Jira, ZenDesk)
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.
