Product Support Specialist

About the role

Mitratech builds technology that helps organizations streamline work across legal, risk, compliance, and HR. The company operates with a globally distributed team and emphasizes strong people practices, learning, inclusion, and a collaborative environment. With decades of experience and a large international customer base, the organization is looking for motivated people who enjoy solving complex problems and contributing in a fast-moving setting.

What you will do

• Act as the initial contact for customers through phone, chat, email, and the web support portal, and guide them toward effective solutions.
• Investigate, diagnose, and close support cases within target response and resolution timelines; when needed, suggest practical workarounds and explain them clearly to customers.
• Handle issues surfaced through self-service channels and provide the appropriate resolution.
• Keep accurate records of calls, emails, and other customer interactions.
• Sort, prioritize, and work cases according to service-level commitments and issue severity.
• Contribute to monthly customer satisfaction targets.

Experience and skills needed

The ideal candidate has 6 months to 1 year of experience in a customer service setting and brings a dependable, professional approach to work. Strong listening and problem-solving abilities are important, along with a self-driven attitude and a positive mindset. Clear written and spoken English is required. Familiarity with case management tools such as Salesforce, Jira, or Zendesk is helpful, as is experience working with Windows operating systems and Microsoft Office applications.

Compensation and work arrangement

This position is fully remote and can be done from anywhere in the United States. The expected annual pay range is USD 45,000 to 55,000. Total compensation also includes employee benefits in the US and eligibility for an annual bonus.

Benefits and perks

• Medical, dental, and vision coverage
• 401(k) plan with employer match
• Open PTO, 11 paid holidays, and 4 paid global wellness days each year
• Short-term disability, long-term disability, and group life insurance
• Paid parental leave
• Pet insurance
• Flexible spending account and health savings account options
• Employee assistance program
• Remote work setup
• Opportunities for career growth and professional development
• Employee recognition initiatives
• Access to LinkedIn Learning

Equal opportunity and employment verification

Mitratech is an equal opportunity employer and considers all qualified applicants without discrimination based on race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status. The company also participates in the Electronic Employment Verification Program (E-Verify), which confirms I-9 information against records from the U.S. Department of Homeland Security and the Social Security Administration.