Technical Support Specialist I

At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. 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.

For over 35 years, the experts at Mitratech have been focused on solving complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Due to business and compliance requirements, this position is open only to candidates residing in MEXICO. Applications from candidates located outside this region will not be reviewed.

Job Overview

Mitratech is seeking a Technical Support Specialist I to join our growing support organization. This entry-level technical support role provides frontline assistance to customers, troubleshooting common software issues, documenting customer interactions, and ensuring timely resolution of support requests. The ideal candidate is customer-focused, eager to learn, technically curious, and motivated to develop expertise in enterprise software applications and support operations.

Essential Duties & Responsibilities:

• Customer Support: Serve as a first point of contact for customer inquiries via phone, email, chat, and support portal, providing prompt, professional, and courteous service.
• Technical Troubleshooting: Troubleshoot routine software, configuration, account access, and usability issues in accordance with established procedures, runbooks, and knowledge base articles.
• Issue Documentation & Escalation: Reproduce reported issues, gather logs and supporting information, and escalate unresolved or complex issues to Technical Support Specialist II team members with thorough documentation.
• Case Management: Create, document, and manage support tickets within the support management system, ensuring accurate case notes and timely resolution within established service levels.
• Queue & Workload Management: Manage assigned support cases within established SLAs, prioritizing incoming requests based on urgency and customer impact.
• KPI & Performance Accountability: Meet or exceed established performance metrics related to productivity, quality, responsiveness, and customer satisfaction.
• Knowledge Sharing: Contribute to internal knowledge base content and support documentation, capturing troubleshooting steps and issue resolutions for team benefit.

Requirements & Skills:

• Customer Service & Support Experience: 1–2 years of experience in customer service, technical support, help desk, IT support, or a related field.
• Technical Aptitude: Basic understanding of web-based applications, SaaS platforms, browser technologies, operating systems, and networking fundamentals.
• Communication Skills: Excellent written and verbal English communication skills, with a strong customer service orientation and a desire to help customers succeed.
• Organizational Skills: Strong organizational skills and attention to detail, with the ability to manage multiple tasks in a fast-paced environment.
• Problem Solving: Strong problem-solving and analytical abilities with a desire to learn and grow technical skills over time.
• Tools Familiarity: Familiarity with ticketing systems or customer service platforms preferred.

Education:

• Bachelor’s Degree in Computer Science, Information Technology, Information Systems, or a related discipline preferred; equivalent work experience will be considered.

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.