Customer Service Representative

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 Customer Service Representative is responsible for delivering the highest quality customer service to our clients via phone, email, and chat. You will develop in-depth knowledge of AssureHire’s background screening software with our training program, giving you extensive product knowledge and understanding of our client base and best practices while working in an exceptional team environment. 

Essential Duties & Responsibilities:

• Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions
• Obtain and evaluate all relevant information to handle inquiries and deliver service on software products
• Research, troubleshoot, and resolve support issues within response and resolution goals
• Identify workarounds and communicate to customers as needed
• Maintain detailed call, emails, chat and relevant client information for all customer interactions
• Prioritize and resolve issues based on service level agreements and severities
• Responsible for meeting customer satisfaction goals monthly 
• Organize work efforts using different communication channels (phone/chats/emails) to meet delivery expectations of established SLAs
• Cross-departmental collaboration to resolve issues or concerns

Requirements & Skills:

• Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge 
• Attention to detail with the ability to multitask
• Strong organizational and time management skills
• Ability to work in fast-paced, high transaction volume environments with minimal training
• Excellent verbal and written communication skills
• Self-motivated and able to work under pressure to deliver high-quality solutions 
• Experience with Windows Operating Systems and Microsoft Office applications
• Technical interest and/or experience
• Works well in a team environment, as well as independently 
• Excitement and enthusiasm to learn and grow within our team
• Bilingual (Spanish) a plus 

Education:

• High School Diploma or GED required
• Bachelor’s degree or equivalent work experience preferred