Technical Support Specialist I

2 hours, 38 minutes ago
Full-time
Entry Level
Customer and Technical Support
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

Description

  • Serve as the first point of contact for customer inquiries via phone, email, chat, and the support portal.
  • Troubleshoot routine software, configuration, account access, and usability issues using established procedures, runbooks, and knowledge base articles.
  • Reproduce reported issues, collect logs and supporting details, and escalate unresolved or complex cases to Technical Support Specialist II team members.
  • Create, document, and manage support tickets in the support management system with accurate case notes.
  • Prioritize and manage assigned support cases to meet established service levels and SLAs.
  • Meet or exceed performance metrics related to productivity, quality, responsiveness, and customer satisfaction.
  • Contribute to internal knowledge base content and support documentation by capturing troubleshooting steps and resolutions.

Requirements

  • 1–2 years of experience in customer service, technical support, help desk, IT support, or a related field.
  • Basic understanding of web-based applications, SaaS platforms, browser technologies, operating systems, and networking fundamentals.
  • Excellent written and verbal English communication skills.
  • Strong organizational skills and attention to detail with the ability to manage multiple tasks in a fast-paced environment.
  • Strong problem-solving and analytical abilities with a willingness to learn and grow technical skills over time.
  • Familiarity with ticketing systems or customer service platforms is preferred.
  • Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related discipline is preferred; equivalent work experience will be considered.
  • Must reside in Mexico to be eligible for this role.

Interested in this position?

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