Technical Support Specialist I

About the role

Mitratech is looking for a Technical Support Specialist I to join its global support organization. This entry‑level position provides first‑line assistance to customers, handling software‑related inquiries via phone, email, chat, and the support portal.

Key responsibilities

• Serve as the initial point of contact for customer inquiries across multiple channels.
• Troubleshoot routine software, configuration, account access, and usability issues following documented procedures.
• Reproduce reported problems, collect logs, and document findings before escalating complex cases.
• Create, update, and manage support tickets, ensuring accurate case notes and timely resolution within SLA targets.
• Prioritize workload based on urgency and customer impact while meeting productivity and quality metrics.
• Contribute to internal knowledge‑base articles and share troubleshooting steps with the team.

Required profile

• Customer‑focused attitude with strong communication skills.
• Eagerness to learn and develop expertise in enterprise software applications.
• Ability to work independently and collaboratively in a fast‑paced environment.
• Residency in Mexico, as the role is limited to candidates located in this country.

Required skills