Customer Support Technician
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Job Description
Customer Support Technician providing technical support to clients using Mitto's platform and collaborating with partners and internal teams. Handling customer inquiries with a focus on problem-solving and technical knowledge.
Responsibilities:
- Actively provide support for companies and enterprises using our platform, helping them get the best experience from Mitto products
- Receive inquiries from customers directly via email. Over 90% of our support inquiries are handled by email
- Actively communicate with partners, and other Mitto tech teams to maintain platform stability
- Provide insight and assistance to business teams regarding client needs, feature requests and general inquiries
- Participate in creation of the new platform and product features
- Provide in-depth support to all clients, no matter their size
- Troubleshooting any quality degradation reported by other customers or departments
- Maintain and expand technical knowledge across all Mitto products and services, tools, and processes
Requirements:
- Higher education of Applied studies or Faculty (Computer science or IT-related field is a plus)
- 2+ years experience within a Customer Support role (in the industry is a plus)
- Fluent in written and spoken English & Spanish
- Excellent problem solving and analytical approach and a high level of responsibility
- Eager to learn new technologies , procedures or client's use cases
- Strong ability to prioritize and multitask
- Basic understanding of mobile services - technologies, protocols (SMPP, SS7) is a plus
Benefits:
- Supportive, engaging, and collaborative culture
- Flexible working hours
- Remote-first culture
- Generous time off
- 25 days of paid time off
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