Mitratech is a global company focused on building world-class products for Legal, Risk, Compliance, and HR functions. They are seeking a Technical Support Engineer I to provide second-line support for their enterprise software applications, assisting clients and teams to resolve issues and enhance customer experience.

Responsibilities:

• Provide assistance to customers, partners and other team members on the usage of our products through various channels: email, phone, chat and support portal

• Be a client advocate!

• Leverage existing product documentation, USCIS & E-Verify documentation, and self-service repository to answer client inquiries

• Process E-Verify enrollments for new clients

• Recreate reported issues, identify defects and work with clients to fully understand reported problems and provide work arounds

• Assist in isolating source of issues which may include working with integrations to other applications, clients local environment/infrastructure or our hosted environments

• Participate in status calls with clients and other team members

• Troubleshoot issues through reproducing the problem and determine resolution and perform root cause analysis

• Contribute to growing knowledge base with internal and client facing content

• Document all communication via ticketing systems

• Participate in acceptance testing and review of newly released software

• Assist clients and internal teams with software upgrades

• Rotational on-call and weekend coverage may be required

• Other reasonable duties related to product and client issues as required

Qualifications:

-Required:

• 1-2 years of experience working in Technical Support / Customer Service

• Strong written and verbal communication skills

• Ability to work both independently or in a group and prioritize one’s own work

• Ability to explain technical issues to non-technical staff and clients

• Interest in documenting to reduce time spent

• Experience using case management systems (Salesforce.com, Jira, ZenDesk)

• Proficiency with Desktop applications

• Experience with Windows

• Ability to install, configure and technically understand enterprise software applications

• Bachelors degree with focus in computer science, information sciences or business or relevant experience

-Preferred:

• Familiarity with database technologies including Oracle or MS SQL Server

• Experience with application servers such as IIS, Tomcat or WebLogic

• Experience with HTML and CSS

• Experience with USCIS and/or E-Verify processes

• Experience working with and/or support HR professionals

Company:

Mitratech is a proven technology partner for corporate legal departments, risk & compliance teams, and HR professionals.