Technical Support Specialist I

Mitratech is seeking a Technical Support Specialist I to join our support team in a remote, full-time role based in Mexico. This entry-level position is open exclusively to candidates residing in Mexico. You'll provide frontline technical assistance and gain experience with enterprise software support.

Role Overview

In this foundational support role, you'll be the first contact for customers reaching out via phone, email, live chat, and our support portal. You'll address common technical hurdles, work through configuration questions, help restore account access, and guide users through application features. Your documentation and attention to detail will ensure every case is tracked clearly and escalated appropriately when needed. This position provides an ideal foundation for building expertise in customer support operations and enterprise software platforms.

Responsibilities

• Respond to customer inquiries across multiple channels—phone, email, chat, and web portal—with professionalism and courtesy
• Diagnose and resolve routine technical issues following established procedures, reference materials, and internal documentation
• Collect diagnostic information, recreate issues in test environments, and prepare thorough handoffs for senior team members on complex matters
• Log all customer interactions into our ticketing system with clear notes and resolution steps
• Track case progress against service-level agreements, ensuring requests are addressed within target timeframes
• Contribute to our internal knowledge repository by documenting solutions and best practices
• Maintain performance standards for response times, case quality, and customer satisfaction scores

Who We're Looking For

• 1 to 2 years of background in customer support, technical support, IT help desk, or equivalent customer-facing technical roles
• Working knowledge of web applications, cloud-based software, web browsers, computer operating systems, and basic networking
• Strong command of written and spoken English; friendly communication style and genuine interest in customer success
• Ability to juggle multiple priorities, maintain organized case notes, and stay detail-oriented under pressure
• Natural problem-solving mindset with enthusiasm to deepen technical skills
• Exposure to support ticketing systems or customer service software (preferred)
• Bachelor's degree in Computer Science, Information Technology, or a related technical field—or equivalent professional experience

About Mitratech

For more than three and a half decades, Mitratech has served organizations worldwide with solutions for legal operations, risk management, compliance, and human resources. Our platform supports more than 20,000 organizations globally, including companies in the Fortune 500, and is used by over half a million professionals across more than 160 nations. We foster a collaborative, inclusive environment where team members grow professionally and take pride in their work. Our distributed team moves quickly with cutting-edge technology while maintaining a culture centered on learning, inclusion, and genuine care for our people.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.