Professional Service Consultant II

📋 Description

• • **What the role is and why it matters:**
• • As a Professional Service Consultant II at Mitratech Holdings, Inc., you will play a pivotal role in transforming how legal, compliance, and operational risk are managed for global corporations. Mitratech’s products are trusted by six of the Fortune 10, nearly 40% of the Fortune 500, and over 50,000 users across 150+ countries. Your work will directly impact these organizations by ensuring the seamless implementation, operation, and support of Mitratech’s SaaS solutions. This role is critical because it bridges the gap between technology and client success, enabling businesses to grow and protect their operations with transparency, predictability, and control. If you thrive in a proactive, collaborative, and passionate environment, this role offers the opportunity to make a tangible difference in a high-impact industry.
• • **What the person will do day to day:**
• • **Client Support & Issue Resolution:** Serve as the first point of contact for clients via phone, chat, email, and web-based support portals. Respond to inquiries, troubleshoot issues, and provide timely solutions to ensure client satisfaction. Prioritize and resolve issues based on service level agreements (SLAs) and severity levels, ensuring alignment with customer expectations.
• • **Implementation & Configuration:** Participate in client implementation projects by analyzing business requirements, defining configurations, conducting conference room pilots, testing, and providing go-live support. Translate client needs into actionable recommendations, assessing risks and alternatives to deliver optimal outcomes.
• • **Self-Service & Knowledge Sharing:** Identify and document workarounds for common issues, and communicate these solutions to clients via self-service portals. Educate customers and team members by simplifying complex concepts, ensuring they have the tools and knowledge to succeed.
• • **Documentation & Record-Keeping:** Maintain detailed records of all customer interactions, including calls, emails, and support tickets. Ensure accurate and thorough documentation to track issue resolution and improve future support processes.
• • **Collaboration & Teamwork:** Work closely with remote teams to achieve shared goals, balancing individual excellence with teamwork. Share your point of view, engage in constructive disagreement, and collaborate to try new approaches when necessary.
• • **On-Call Support:** Participate in after-hour on-call rotations as required to provide continuous support for critical client issues. Demonstrate flexibility and commitment to meeting client needs beyond standard business hours.
• • **Customer-Centric Problem Solving:** Make sound decisions based on customer needs and product knowledge. Use your attention to detail and organizational skills to multitask effectively, ensuring every client interaction is handled with care and professionalism.
• • **About the team or company:**
• • Mitratech Holdings, Inc. is a global leader in legal, compliance, and operational risk technology. Our products empower organizations of all sizes, from Fortune 10 enterprises to mid-sized businesses, to manage their operations with confidence. The company fosters a culture of collaboration, enthusiasm, and excellence, where individuals are encouraged to take initiative, learn continuously, and work together to achieve shared goals. As a Professional Service Consultant II, you will be part of a remote team that values transparency, predictability, and control—both for our clients and within our own work environment.
• • **What the person can learn or achieve in this role:**
• • **Professional Growth:** This role offers the opportunity to develop deep expertise in SaaS implementation, client support, and operational risk management. You will gain hands-on experience with cutting-edge technology used by some of the world’s largest corporations, positioning you for advancement in the tech and compliance industries.
• • **Leadership & Mentorship:** By educating customers and team members, you will refine your ability to distill complex information into actionable insights. This role allows you to mentor others, share your knowledge, and grow as a leader within the organization. Over time, you can take on more responsibility, such as leading implementation projects or training new team members.
• • **Impact & Recognition:** Your contributions will directly influence client success, helping organizations mitigate risks and achieve their goals. Mitratech values individuals who are passionate about their work, and your efforts will be recognized as part of a team that drives real-world impact. Whether through resolving critical issues or improving support processes, you will see the tangible results of your work every day.