Customer Support Advocate

hace 1 mes

Guadalajara, Jalisco, México Mitratech A tiempo completo

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 Support Advocate is responsible for ensuring Trakstar's customers receive a friendly, swift, and accurate experience when contacted for support. By providing a positive, efficient, and effective support experience, this role plays an integral part of retaining and growing our customer base.

Essential Duties & Responsibilities:

  • Responds to customer questions by actively working the customer support queue.
  • Communicates with and educates customers through the following mediums:Emails and support tickets
  • Phone calls, screen share sessions
  • Support articles
  • Webinars
  • Other modes as directed by the team manager or as mediums evolve over time.
  • Collaborates with the Education team to maintain, improve, and update support documentation.
  • Collaborates with the Education team to edit and share educational recordings with customers and
  • members of Trakstar's workforce.
  • Properly documents bugs and software issues that require assistance from the technical team, and
  • escalates these issues to the specialized support team.
  • Completes all other duties as assigned. The preceding list of duties is not intended to be restrictive
  • or all inclusive. The fact that certain duties may not be listed does not limit the assignment of additional and/or other duties.

Requirements, Knowledge, Skills, & Abilities:

  • Availability to work under any time zone (EST, CST, MST, PST)
  • Is highly collaborative, proactive, and curious.
  • Is a self-starter and continuous learner.
  • Has the ability to understand client objectives and know how to translate them into software
  • solutions.
  • Possesses the ability to triage tickets effectively, getting the right ticket to the right teammate.
  • Is able to manage multiple priorities and tasks simultaneously with a focus on project management.
  • Clearly communicates and effectively problem solves, especially over the phone.
  • Is skilled in remote troubleshooting.
  • Works well on a small team and across departments in a fast-paced environment.
  • Is experienced with, and can work seamlessly in, a remote environment.

Value-Based Responsibilities:

  • Enthusiastically steps into uncertain territory.
  • Confidently utilizes problem solving skills and proposes solutions.
  • Willingly reflects upon, and learns from, failures.
  • Fearlessly tackles big projects and drives work forward.
  • Assumes positive intent.
  • Readily assists others in a combined effort to accomplish organizational goals.
  • Thoughtfully and intentionally acts to ensure a positive organizational culture.
  • Strives to excel in murky waters.
  • Readily collaborates with others to solve problems and build sustainable solutions.
  • Makes every effort to actively engage with all members of our workforce regardless of geographic location.
  • Independently focuses on, assesses, and initiates meaningful work that achieves organizational goals.
  • Graciously wears multiple hats.
  • Consciously maintains a forward vision that propels our collective work, and teams, forward.

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.

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