Professional Service Consultant II

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

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