Mitratech - Technical Support Specialist I
Requirements
• Customer Service & Support Experience: 1–2 years of experience in customer service, technical support, help desk, IT support, or a related field. • Technical Aptitude: Basic understanding of web-based applications, SaaS platforms, browser technologies, operating systems, and networking fundamentals. • Technical Aptitude • Communication Skills: Excellent written and verbal English communication skills, with a strong customer service orientation and a desire to help customers succeed. • Organizational Skills: Strong organizational skills and attention to detail, with the ability to manage multiple tasks in a fast-paced environment. • Problem Solving: Strong problem-solving and analytical abilities with a desire to learn and grow technical skills over time. • Problem Solving • Tools Familiarity: Familiarity with ticketing systems or customer service platforms preferred. • Tools Familiarity • Education: • Bachelor’s Degree in Computer Science, Information Technology, Information Systems, or a related discipline preferred; equivalent work experience will be considered.
Responsibilities
• Customer Support: Serve as a first point of contact for customer inquiries via phone, email, chat, and support portal, providing prompt, professional, and courteous service. • Customer Support • Technical Troubleshooting: Troubleshoot routine software, configuration, account access, and usability issues in accordance with established procedures, runbooks, and knowledge base articles. • Technical Troubleshooting • Issue Documentation & Escalation: Reproduce reported issues, gather logs and supporting information, and escalate unresolved or complex issues to Technical Support Specialist II team members with thorough documentation. • Issue Documentation & Escalation • Case Management: Create, document, and manage support tickets within the support management system, ensuring accurate case notes and timely resolution within established service levels. • Case Management • Queue & Workload Management: Manage assigned support cases within established SLAs, prioritizing incoming requests based on urgency and customer impact. • Queue & Workload Management • KPI & Performance Accountability: Meet or exceed established performance metrics related to productivity, quality, responsiveness, and customer satisfaction. • KPI & Performance Accountability • Knowledge Sharing: Contribute to internal knowledge base content and support documentation, capturing troubleshooting steps and issue resolutions for team benefit. • Knowledge Sharing
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT