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Professional Service Consultant II
Location
Australia
Posted
14 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Professional Service Consultant II
Mitratech
Role Description 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 - Go-live support for our clients 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 - Identify workarounds and communicate to customers as needed - 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 - Committed to helping customers achieve their goals - Strongly self-motivated with a great curiosity to learn about new things - Exercise best judgement and take action without needing to be told - Able to manage time commitments and work with a remote team to achieve shared goals - Able to mentor, inform, and educate customers and team members - 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
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