Job Description
· We assist customers, consultants, and partners in using Mitratech products through our customer support portal, email, chat, and phone.
· Troubleshoot issues by reproducing the problem and determining the resolution.
· Assist other support team members with technical issues and act as an escalation point for issues outside the scope of Tier 1(if there is a Tier 1).
· Create Knowledge base articles regularly to expand self-help tools for customers and internally.
· Triage newly reported problems, assign proper severity and work to identify a resolution.
· Recreate product defects and work with the engineering maintenance team on the scoping resolution to provide to clients.
· Participate in client calls to give updates on outstanding support-related issues.
· May perform software updates and patching
· May document technical environments, processes and procedures, testing and project plans.
The success evaluat...