Technical Support Officer

Our client, an international payment company, based in Malta is looking for a Technical Support Officer to join their Technical Support Centre that is responsible for ensuring the continuous operation of our payment processing systems. The appointed candidate will work on a 12-hour shift basis on a day-day-off-off, night-night, off-off shift roster.

Responsibilities

• Monitoring our systems to ensure the stability and operational integrity of our payments platform.
• Troubleshooting issues to identify root causes and implement effective solutions.
• Escalating internal system faults to Level 2 support or the company's system owners when necessary.
• Collaborating with clients to resolve any problems on their end.
• Accurately logging and updating all activities and actions in the company CRM (Client Relationship Management) system.
• Assisting customers via email, chat, or phone with any reported technical difficulties related to payment processing.
• Conducting a thorough handover at the end of each shift to maintain operational continuity.

Requirements

• Basic understanding of technology or a strong desire to learn.
• Ability to analyze data to identify trends or detect issues.
• Previous customer service experience is an asset.
• Strong interpersonal skills for building relationships with colleagues at all levels.
• Willingness to take ownership and responsibility for assigned duties.
• Ability to remain calm under pressure and respond quickly and efficiently.
• Flexibility and ability to work with minimal supervision.
• Familiarity with Kibana is advantageous.
• Excellent written and oral English communication skills.
• Computer literacy; experience with MS Excel is an asset.

Benefits

• Performance Bonus
• Room for Career Growth
• Convenient Shift Roster
• Annual Salary Revision

Job Reference: JM547