Application Support Specialist

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!

Job Overview

The Application Support Specialist will be a key player in delivering exceptional customer service and support for our cutting-edge Human Resources & Talent Management software. This role is ideal for individuals with strong communication, problem-solving, and technical skills, all while maintaining a customer-first mindset. The ideal candidate will be proactive in offering timely, effective, and solution-focused support, ensuring that our customers can maximize the use of our software in their fast-paced environments. We are dedicated to matching or surpassing our customers' speed and execution expectations, delivering service with precision and urgency.

• Customer Support and Communication: Provide exceptional customer support by responding to inquiries via phone, email, and web-based support portal, ensuring timely and accurate resolution of each request. Listen to customer concerns, gather relevant information, and offer clear, practical solutions for software-related issues.
• Proactively Resolve Issues: Prioritize customer issues based on severity and service level agreements (SLAs). Quickly resolve technical challenges, always keeping the client’s experience in mind and ensuring urgent issues are addressed swiftly.
• Exceed Customer Expectations: Go above and beyond to meet and exceed customer satisfaction goals by delivering outstanding support. Focus on creating positive customer experiences that help build lasting relationships and loyalty.
• Troubleshooting and Problem Resolution: Troubleshoot, research, and resolve support issues within established response and resolution goals, ensuring prompt and accurate support.
• Record Management: Maintain comprehensive records of customer interactions, including calls, emails, and other relevant client data, ensuring seamless follow-up and service consistency.
• Collaboration with Cross-Functional Teams: Collaborate with cross-functional teams to resolve customer issues, ensuring all departments are aligned in providing the best possible service to our clients.
• Careers Site Management: Lead the management and maintenance of Careers Site updates, ensuring that customers have access to the latest features and functionalities.
• Training and Resource Management: Manage onboarding training courses and SCORM Cloud integrations, ensuring customers have the resources and tools they need to succeed with the software.
• System Integration Support: Support ongoing customer needs such as location additions, mapping adjustments, and position updates, ensuring seamless integration within the system.
• Project Management and Collaboration: Partner with the Client Success Manager and Technical Advisor to execute project-based work for key accounts, ensuring timely delivery of customer-driven optimizations.
• HTML Form Development: Develop and maintain HTML forms used within the software, ensuring they meet customer needs and integrate smoothly into their workflows.
• Integration Management: Manage integration cases, collaborating with technical teams to ensure seamless integration of third-party software and systems into the platform.

Requirements & Skills:

• Communication and Customer Relationship Skills: Strong organizational, communication, time management, and written skills to interact effectively with a diverse range of customer needs.
• Problem-Solving and Listening Abilities: Superior problem-solving and active listening skills to quickly diagnose and resolve customer issues
• Strong Communication Skills: Fluent in English, both written and verbal, with the ability to communicate technical concepts clearly to non-technical clients.
• Self-Motivated and Results-Driven: Proactive, customer-centric approach to handling inquiries and ensuring customer success.
• Autonomous and Team-Oriented: Ability to work independently and within a team, managing multiple priorities while delivering exceptional service.
• Experience in High-Volume Environments: Proven expertise in managing customer interactions in a fast-paced, high-transaction environment, ensuring satisfaction and efficiency.
• Passion for Technology: Deep interest in HR software solutions with a continuous desire to learn and improve.
• Experience with CRM Platforms: Familiarity with Salesforce or other CRM platforms, with a strong focus on delivering tailored, customer-focused solutions.
• Attention to Detail: Highly detail-oriented with excellent multitasking abilities to maintain high-quality service delivery under pressure.
• Ability to Thrive in Dynamic Environments: Adaptable to a high-volume, fast-changing environment, committed to providing quick, effective solutions to customer challenges.

Education:

• Bachelor’s degree in a related discipline, or equivalent relevant experience in customer support, HR technology, or application service delivery.

We are an equal opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.