Customer Service Representative (CSR)

About Mitratech

At Mitratech, we are a team of technocrats dedicated to building world-class products that streamline operations in Legal, Risk, Compliance, and HR functions. We foster a close-knit, globally dispersed team that thrives on individual excellence, diversity, and inclusion, with a strong emphasis on great people practices, learning, and enjoyment. Our culture blends entrepreneurial spirit with enterprise investment, enabling rapid advancement with cutting-edge technologies.

For over 35 years, Mitratech experts have been solving complex needs. Today, we serve 20,000 client companies globally, including 30% of the Fortune 500, with over 500,000 users across 160+ countries. We are always looking for resourceful, enthusiastic, and fresh perspectives to join our growing global team.

Job Overview

The Customer Service Representative (CSR) is responsible for delivering high-quality, compliant support and acting as the primary point of contact for clients and applicants via phone, email, chat, and web-based tools. This role will build strong product knowledge of AssureHire’s background screening software and the industry through comprehensive training and hands-on experience in a collaborative, fast-paced environment.

Essential Duties & Responsibilities

• Serve as the first point of contact for client/applicant inquiries across phone, email, chat, and support portal.
• Gather and assess information to understand issues and provide effective solutions.
• Research, troubleshoot, and resolve issues within established Service Level Agreements (SLAs).
• Communicate workarounds, next steps, or escalations clearly and professionally.
• Accurately document all client/applicant interactions and case details.
• Prioritize and manage cases based on severity and urgency.
• Meet weekly/monthly customer satisfaction (CSAT) and performance goals.
• Collaborate with and support all internal teams and products to resolve complex or escalated issues.

Requirements & Skills

• Customer-focused mindset with strong problem-solving abilities.
• Ability to multitask and maintain organization in a high-volume environment.
• Excellent verbal and written communication skills (English required; bilingual skills are a plus).
• Strong time management and meticulous attention to detail.
• Comfort working with software tools; technical aptitude or interest is preferred.
• Proficiency with G Suite (Gmail, Docs, Sheets, etc.).
• Experience with Salesforce, Zendesk, or other case management software is a plus.
• Ability to work independently and as part of a team.
• Motivation to learn, grow, and contribute to team success.
• A minimum one-year commitment to the CSR role.

Education

• High school diploma or equivalent required.
• Bachelor’s degree or equivalent work experience preferred.

Equal Opportunity Employer

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.