Product Support Specialist

Position:
New Product Support Specialist I

Company:
Mitratech

Location:
India

Employment type:
Not Specified

Work Arrangement:
Not Specified

Short Summary:
The Product Support Specialist I is the frontline champion of the Mitratech customer experience, delivering timely, high-quality resolutions to client issues and achieving measurable satisfaction goals.

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

Requirement:
- 1+ year experience working in a customer service environment
- Highly dependable and professional
- Excellent problem solving and listening skills
- Highly motivated, self-starter with a positive attitude
- Proficient/fluent English-language written and verbal communications skills
- Experience using case management systems (Salesforce.com, Jira, ZenDesk)
- Experience with Windows Operating Systems and Microsoft Office applications

Benefits:
Not Specified