Professional Service Consultant II at Mitratech · Melbourne

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 interactions Prioritize and resolve issues based on service level agreements and severities Responsible for meeting customer satisfaction goals monthly After-hour on-call support coverage rotation may be required Any other tasks and duties that might reasonably be required of you Qualifications You can be committed to help our customers achieve their goals You are strongly self-motivated, have a great curiosity to learn about new things and dive deep to understand what makes things tick You exercise your best judgement and take the action without needing to be told so You are able to manage your own time commitments and work with a remote team to achieve shared goals You are able to mentor, inform, and educate customers as well as members of our own team, above or below you, by distilling the complex and simplifying You can disagree, share your point of view, yet work together with your team if they want to try something different 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 strong organizational skills Experience with Windows Operating Systems and Microsoft Office applications