Customer Experience Specialist

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

Reporting to the Head of Customer Success, within PTL’s Service Desk, the Customer Experience Specialist (CES) acts as the customer’s first point of contact in support cases.

The CES must perform multiple functions effectively and simultaneously. Duties may vary, however, core position requirements include the following:

Technical expertise – playing a direct role in solving customer queries or issues, a wide range of technical know-how/experience is required; (See certification requirements below)

Problem-resolving abilities – being problem-solvers, CESs possess a logical mindset able to devise technical and original solutions to customer’s problems; (2+ years of proven experience in the technical support role)

Communication – operational message is critical in this role since CESs are required to collect data about issues, prepare comprehensive notes and reports, and walk users through the stages they can take to fix technical problems;

Time administration – CESs must possess advanced time management skills, being able to prioritise and multi-task when covering multiple issues;

Team player – CESs routinely work with other team members, colleagues and suppliers to resolve user issues.

Quality & Customer Obsessed – CESs main goal is to ensure a high level of customer experience and satisfaction. Although fast turnaround is instrumental in achieving this goal, the CES is able to balance speed without compromising the quality of service.

Applicants should possess one or more of these specialised certifications, a University Degree in Computing or a related field, CompTIA, ITIL, and MCSA (office 365). 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, candidates being European Union, UK citizens or having been residing in Malta for the past 4.5 - 5 years will be given preference. (Due to Security Clearance)

This role takes place during regular office hours Mon-Fri 0800-1700Hrs (No work required on weekends, public holidays or after office hours)

PTL LTD

PTL is a long-established IT company providing enterprise-level IT solutions in Malta and it forms part of Harvest Technology plc. PTL partners with major names like IBM, Cisco, Microsoft, Lenovo, and NCR. PTL has a team of more than 60 dynamic professionals, experts in business integration, enterprise-wide solutions and contracted outsourcing. PTL’s multi-disciplinary team services a prestigious client base in Malta. PTL is an equal opportunities employer.

A remuneration package commensurate to the applicant's experience and ability to display aptitude shall be offered to the right candidate. Position ceiling excl benefits is Eur32k

Additional benefits include:

- Flexible hybrid/remote arrangements

- Education/Certifications Sponsorships

- Annual paid study leave

- Annual performance appraisal

- Onsite Gym

- Recreational area with barista & games room

- Onsite hair salon/barber shop

- Onsite reserved parking

- Health Insurance

- Mobile Allowance

- Wellbeing Bonus

- Safe working environment with virtually unrestricted growth potential within an organisation of over 8K employees...