Customer Experience Agent

PTL Ltd
Malta > Marsa > Nineteen Twenty Three Marsa Head Office

Job Description

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An opportunity has arisen for interested candidates to join PTL Limited as a Customer Experience Agent (CEA), within the company’s Service Desk.

The Company

PTL is a long-established IT company providing enterprise-level IT solutions in Malta and it forms part of Harvest Technology plc. PTL partners major names like IBM, Cisco, Microsoft, Lenovo, and NCR. PTL has a team of more than 70 dynamic professionals, experts in business integration, enterprise-wide solutions and contracted outsourcing. PTL’s multi-disciplinary team services a prestigious client base in Malta, Europe and Africa. PTL is an equal opportunities employer.

The Position

Based in Malta and reporting to the Head of Customer Success, the CEA acts as the customer’s first point of contact in support cases. The CEA must perform multiple functions effectively and simultaneously. Duties may vary slightly; however, core responsibilities include the following:

  • Answer inbound requests through Email, Phone, Chat and Ticketing System in a timely and friendly manner;

  • Provide timely solution to reported problems;

  • Solve technical requests at point of contact;

  • When required, escalate to other teams;

  • Follow-up on customer requests;

  • Coordinate support matters internally to resolution;

  • Perform scheduled checks and customer maintenance tasks

The Requirements

The CEA is required to be a team player, possess a can-do attitude, be customer focused and able to deliver fast results without compromising quality. In addition to possessing at least two years in a customer facing support role and able to solve technical tasks and queries preferably in application support, Office 365 and Active Directory.

Although the use of Maltese is preferred, a Level of C1,2 is required in Understanding, Writing and Speaking in English.

Due to customer security requirements, the candidate should be a European Union or UK citizen.

What We Offer

A remuneration package commensurate to the applicant’s experience and ability to display aptitude shall be offered to the right candidate. Additional benefits include but are not limited to health insurance, free on-site parking facilities, on-site gym, employee wellness benefit, employee assistance programme, flexible working conditions, scholastic sponsorships and opportunities to obtain industry certifications, amongst others. Applications will be treated in the strictest confidence.