Professional Service Consultant II

<p>Our team is changing the face of legal, compliance, and operational risk. Today, our products run over 1200<br>corporations of all sizes across the globe, representing six of the Fortune 10, almost 40 percent of the<br>Fortune 500, and over 50,000 users in over 150 countries. These teams depend on our technology and our<br>people to help them grow and protect their organizations. Our approach to work is proactive, collaborative,<br>and committed. The professionals who thrive at Mitratech are those who know how to balance individual<br>excellence with teamwork. We believe enthusiasm fuels great work, so we look for people who are truly<br>passionate about creating an environment of transparency, predictability, and control just as we do for our<br>clients.</p> <p>&nbsp;</p> <p>The Professional Services Consultant participates and contributes to the successful completion of assigned client<br>implementation project activities of Mitratech. These implementation project activities include<br>requirements analysis and definition, configuration of software, conference room pilots, testing, and go-live<br>support for our clients. The Professional Services Consultant plans, researches, and analyzes the business requirements<br>of the client; makes reasoned decisions after assessing the circumstances, and then provides<br>recommendations along with the risks and issues involved with each alternative to the client.</p> <p>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.</p> <p>Duties &amp; Responsibilities</p> <ul> <li>Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions</li> <li>Research, troubleshoot, and resolve support issues within response and resolution goals.&nbsp; As needed, identify workarounds and communicate to customers</li> <li>Provide solutions where issues are identified via self-service portal</li> <li>Maintain detailed call and email records for all customer interactions</li> <li>Prioritize and resolve issues based on service level agreements and severities</li> <li>Responsible for meeting customer satisfaction goals monthly</li> <li>After-hour on-call support coverage rotation may be required</li> <li>Any other tasks and duties that might reasonably be required of you</li> </ul> <p>Qualifications</p> <ul> <li>You can be committed to help our customers achieve their goals</li> <li>You are strongly self-motivated, have a great curiosity to learn about new things and dive deep to understand what makes things tick</li> <li>You exercise your best judgement and take the action without needing to be told so</li> <li>You are able to manage your own time commitments and work with a remote team to achieve shared goals</li> <li>You are able to mentor, inform, and educate customers as well as members of our own team, above or below you, by distilling the complex and simplifying&nbsp;</li> <li>You can disagree, share your point of view, yet work together with your team if they want to try something different&nbsp;</li> <li>Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge</li> <li>Attention to detail with the ability to multi-task and strong organizational skills</li> <li>Experience with Windows Operating Systems and Microsoft Office applications</li> </ul>