Front Line Agent

20 hours ago

Luqa, Malta Manpower Malta Full time €12,000 - €36,000 per year

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