Mitratech - Customer Service Representative (CSR)

About Mitratech:

Mitratech is a team of technocrats focused on building world-class products that simplify operations in Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem supporting individual excellence and diverse, inclusive work culture centered around great people practices, learning opportunities, and fun. Our culture blends entrepreneurial spirit with enterprise investment, enabling rapid progress with leading-edge technologies. For over 35 years, Mitratech experts have been solving complex needs, serving 20,000 client companies globally, including 30% of the Fortune 500 and over 500,000 users in 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) delivers high-quality, compliant support and serves as the first point of contact for clients and applicants via phone, email, chat, and web-based tools. This role builds strong product knowledge of AssureHire’s background screening software and industry through 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 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/products to resolve complex or escalated issues.

Requirements & Skills:

• Customer-focused mindset with strong problem-solving skills.
• Ability to multitask and stay organized in a high-volume environment.
• Excellent verbal and written communication skills (English required; bilingual a plus).
• Strong time management and attention to detail.
• Comfort working with software tools; technical aptitude or interest 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 of a one-year commitment to the CSR role.

Education:

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

Mitratech is 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.