[Hiring] Professional Service Consultant II @Mitratech

Role Description

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
• Go-live support for our clients

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
• Identify workarounds and communicate to customers as needed
• 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

• Committed to helping customers achieve their goals
• Strongly self-motivated with a great curiosity to learn about new things
• Exercise best judgement and take action without needing to be told
• Able to manage time commitments and work with a remote team to achieve shared goals
• Able to mentor, inform, and educate customers and team members
• 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