Customer Support Specialist

Malta  |  €18,000 - €20,000 

A young and dynamic company in the FinTech industry is looking to employ a Customer Support  Specialist. The selected candidate will be smart and able to multi-task while handling the day-to-day queries of the customer. Must be able to work on own initiative and have at least 2 years of experience in a similar role using help desk software.

Responsibilities

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Provide recommendations on product improvements
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Responsibility to escalate client issues to upper management
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives

Skill-sets and Requirements

  • Experience as a Customer Support Specialist or similar CS role
  • Familiarity with FinTech industry is a plus
  • Experience using help desk software and remote support tools
  • Understanding of how CRM systems work
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities

Education & Experience

BSc in Information Technology or relevant diploma

Job Reference: NB897


  • Primary job focus
    Customer Service
  • Job type
    Full Time
  • Employment level
    Intermediate (1-3 years)
  • Employer industry
    Information Technology
  • Languages
    English

Customer Service Jobs in Malta include roles that link the customer to the organisation, and ensure customer satisfaction with the product or service received. Jobs in customer service include customer support, front office, technical support and call centre roles.

  • Job Reference
    NB897
  • Closing Date
    31/10/2021
  • Date Published
    13/10/2021
  • Status
    Interviewing

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