Front Line Agent

About This Job

• Remotely provide technical assistance for products via phone, email, and chat.
• Act as the first point of contact for the Customer Support Team, fielding incoming inquiries, logging support issues, and capturing essential details.
• Contribute to the Support Helpdesk by:
  • Creating well-organised tickets with accurate subject lines.
  • Providing clear screenshots of error messages and TeamViewer details (when applicable).
  • Managing, prioritising, and documenting all incoming questions and service desk tickets.
• Escalate complex issues to the appropriate departments or teams for further resolution.
• Maintain accurate client records by ensuring:
  • Correct names, surnames, and company associations.
  • Presence of email addresses and contact numbers.
  • De-activation of accounts for users who no longer work with clients' companies.
• Proactively analyse incident reports to identify trends and suggest preventive measures.
• Participate in scheduled on-call support rotations to ensure continuous client coverage.
• Strive to deliver exceptional customer service and build positive client relationships.
• Fulfil additional responsibilities as assigned.

Requirements

• Customer support experience, ideally in the software sector.
• Excellent communication skills in English. Speak and write clearly and articulately without being overly verbose or talkative.
• Customer-oriented.
• Ability to work as part of a team. Reach out to peers and cooperate with supervisors to establish a collaborative working relationship.
• Motivation and strong will to continuously learn.

Considered an Asset

• Previous experience with similar software solutions.
• Knowledge of Maltese and other languages.
• Possess own car and driving license.