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Professional Service Consultant II

1 month, 1 week ago
Australia
Full-time
Junior
Implementation Consultant
Project and Program Management
Apply Now
Mitratech

Mitratech

Mitratech specializes in automating processes through innovative solutions and services in compliance, risk management, enterprise HR, and legal operations, empowering organizations to effectively manage risks and scale for future growth.

Professional Services
1K-5K
Founded 1987
$3M raised
View All Jobs 20

Description

  • Participate in client implementation project activities, including requirements analysis, software configuration, conference room pilots, testing, and go-live support.
  • Plan, research, and analyze client business requirements and provide recommendations with associated risks and issues.
  • Serve as the first point of contact for customer support via phone, chat, email, and web-based support portal.
  • Research, troubleshoot, and resolve support issues within response and resolution goals.
  • Identify and communicate workarounds to customers when needed.
  • Provide solutions for issues identified through the self-service portal.
  • Maintain detailed call and email records for all customer interactions.
  • Prioritize and resolve issues based on service level agreements and severity levels.
  • Meet monthly customer satisfaction goals.
  • Provide after-hours on-call support coverage as required.

Requirements

  • Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge.
  • Strong self-motivation and curiosity to learn new things and understand complex issues.
  • Ability to exercise good judgment and take initiative without needing direction.
  • Ability to manage time commitments and work effectively with a remote team toward shared goals.
  • Ability to mentor, inform, and educate customers and internal team members by simplifying complex information.
  • Ability to disagree constructively and work collaboratively with the team.
  • Attention to detail with strong multitasking and organizational skills.
  • Experience with Windows operating systems and Microsoft Office applications.

Interested in this position?

Apply directly on the company website

Apply Now

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