Customer Service Representative

About the role

Mitratech is seeking a Customer Service Representative to be the first point of contact for clients and applicants. You will provide high‑quality, compliant support via phone, email, chat, and web‑based tools while building deep product knowledge of AssureHire’s background screening software.

Key responsibilities

• Respond to client/applicant inquiries across multiple channels (phone, email, chat, support portal).
• Gather and assess information to diagnose issues and deliver effective solutions.
• Research, troubleshoot, and resolve cases within established service level agreements.
• Communicate workarounds, next steps, or escalations clearly and professionally.
• Document all interactions and case details accurately.
• Prioritize cases based on severity and urgency.
• Meet weekly/monthly CSAT and performance targets.
• Collaborate with internal teams to resolve complex or escalated issues.

Required profile

• Customer‑focused mindset with strong problem‑solving abilities.
• Ability to multitask and stay organized in a high‑volume environment.
• Excellent verbal and written communication in English (bilingual a plus).
• Strong time‑management and attention to detail.
• Motivation to learn, grow, and contribute to team success.
• Minimum one‑year commitment to the role.
• High school diploma required; bachelor’s degree or equivalent experience preferred.

Required skills

• Proficiency with G Suite (Gmail, Docs, Sheets, etc.).
• Experience with Salesforce, Zendesk, or other case‑management software.
• Technical aptitude or interest in working with software tools.