Professional Service Consultant II

The Professional Services Consultant II at Mitratech plays a pivotal role in implementing and supporting the company's SaaS products for clients. This position is based in Melbourne, Australia, and involves collaborating with a dynamic team dedicated to delivering solutions in legal, compliance, and operational risk management. Mitratech's products are utilized by over 1,200 corporations worldwide, including six of the Fortune 10 and nearly 40% of the Fortune 500, serving more than 50,000 users across 150 countries.

Key responsibilities include serving as the primary point of contact for clients via phone, chat, email, and web-based support portals. The consultant will research, troubleshoot, and resolve support issues within established response and resolution goals, providing solutions and identifying workarounds as necessary. Maintaining detailed records of customer interactions and prioritizing issues based on service level agreements are also essential aspects of the role. Participation in after-hours on-call support coverage may be required.

Candidates should possess a strong commitment to customer success, self-motivation, and a curiosity to learn and understand new technologies. The ability to exercise sound judgment, manage time effectively, and work collaboratively with remote teams is crucial. Additionally, mentoring and educating both customers and team members by simplifying complex concepts is valued. Proficiency with Windows Operating Systems and Microsoft Office applications is required.

Mitratech offers a collaborative and proactive work environment where professionals balance individual excellence with teamwork. The company values enthusiasm and transparency, providing opportunities for growth and development within a global context. Joining Mitratech means contributing to a team that is changing the face of legal, compliance, and operational risk management.