Mitratech
ProfessionalServiceConsultantII
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Professional Service Consultant II at Mitratech. Skills: client implementation project activities, requirements analysis and definition, configuration of software, conference room pilots, testing, go-live support, business requirements analysis, SaaS products support, responding/resolving inquiries via tickets, chats, and phone calls to support, research, troubleshoot, resolve support issues, identify workarounds, communicate to customers, provide solutions, maintain detailed call and email reco”
What You'll Achieve.
meeting customer satisfaction goals monthly
Industry & Context.
Research, troubleshoot, and resolve support issues; identify workarounds; provide solutions
After-hour on-call support coverage rotation may be required
What They're Looking For.
Must Have
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 organizational skills, Experience with Windows Operating Systems and Microsoft Office applications
What You'll Do.
Participates and contributes to the successful completion of assigned client implementation project activities of Mitratech.
and analyzes the business requirements of the makes reasoned decisions after assessing the circumstances
and then provides recommendations along with the risks and issues involved with each alternative to the client.
Support our clients in the day-to-day operation of Mitratech’s SaaS products
which includes responding/resolving inquiries via tickets
and phone calls to support.
Serve as the first point of contact via phone
and web-based support portal to provide solutions
and resolve support issues within response and resolution goals.
identify workarounds and communicate to customers
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
How You'll Work.
Team & Collaboration
The professionals who thrive at Mitratech are those who know how to balance individual excellence with teamwork.; work with a remote team to achieve shared goals; mentor, inform, and educate customers as well as members of our own team, above or below you, by distilling the complex and simplifying; disagree, share your point of view, yet work together with your team if they want to try something different
Communication Scope
communicate to customers; mentor, inform, and educate customers as well as members of our own team, above or below you, by distilling the complex and simplifying; disagree, share your point of view
Process & Methodology
client implementation project activities
Full Job Description
Our team is changing the face of legal, compliance, and operational risk. Today, our products run over 1200 corporations of all sizes across the globe, representing six of the Fortune 10, almost 40 percent of the Fortune 500, and over 50,000 users in over 150 countries. These teams depend on our technology and our people to help them grow and protect their organizations. Our approach to work is proactive, collaborative, and committed. The professionals who thrive at Mitratech are those who know how to balance individual excellence with teamwork. We believe enthusiasm fuels great work, so we look for people who are truly passionate about creating an environment of transparency, predictability, and control just as we do for our clients. 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, and go-live support for our clients. The Professional Services Consultant plans, researches, and analyzes the business requirements of the client; makes reasoned decisions after assessing the circumstances, and then provides recommendations along with the risks and issues involved with each alternative to the client. 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. As needed, identify workarounds and communicate to customers Provide solutions where issues are identified via self-service portal Maintain detailed call and email records for all customer inte
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