Mitratech - Technical Support Engineer I

• 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 • 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