Technical Support Specialist II

View full description

Requirements:

• 2+ years of experience working with enterprise software applications in support, development/QA, services or a similar technical role.
• Experience with Windows and Microsoft Office.
• Excellent customer support skills including verbal and written communication, empathy, patience, and a passion for helping solve problems.
• Critical thinker and adept at problem-solving.
• Strong interpersonal skills with openness to others' ideas and willingness to try new things.

Responsibilities:

• Provide assistance to customers, consultants and partners on the usage of Mitratech products through our customer support portal, email, chat and phone.
• Troubleshoot issues by reproducing the problem and determining a resolution.
• Triage newly reported problems, assign proper severity and work to identify a resolution.
• Update the ticket tracking system to provide accurate and current status of support issues.
• Create Knowledge-base articles regularly to expand self-help tools for customers and internally.