Customer Experience Agent

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

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 solutions to reported problems;
  
  
• Solve technical requests at the 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 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 with 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 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 being 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, on-site gym, employee wellness benefits, employee assistance programme, flexible working conditions, scholastic sponsorships, and opportunities to obtain industry certifications, amongst others.
  
  

  Whilst working with us, you will enjoy:

• The culture– We believe in bringing people together to share their skills, creativity, and ideas. We lead with curiosity and nurture a culture which is caring, sharing, and daring.
  
  

Harvest Technology plc is an equal opportunity employer that values diversity. We are committed to fostering an inclusive space where all employees are valued and respected. Applications will be treated with the strictest confidence.