IT Customer Representative

Our client within the telecoms industry is looking for an IT Support Representative to work in their offices in Malta. The successful candidate will offer first-line support to the company's clients and be their primary point of contact.  

• Tackle customer requests and maintain a high level of customer satisfaction. 
• Identify the customers’ needs and assist customers with their queries. 
• Handle and address complaints in a timely manner using the proper methods and tools. 
• Actively monitor traffic, and identity, and report any issues according to the Company’s procedures. 
• Escalate technical issues using the SOPs of the Company. 
• Build relationships and trust with customers through open and interactive communication and preempt issues before they arise. 
• Work in a proactive manner to identify issues that may arise before the customer reports such issues. 
• Shift Roster would look like this: 7am to 3:30pm - Morning | 9:30am - 6pm - Late morning shift | 2pm - 10:30pm - Afternoon | 10:30pm - 7:00am - Night
• Monday-Friday including Weekends and Public Holiday Morning shifts are office-based, Weekend/PH/afternoon/night shifts are worked remotely

Requirements

• Excellent verbal and written communication skills in English
• Strong analytical, technical troubleshooting and problem-solving skills
• Ability to multitask and organize workload
• Experience working in IT
• Open to shift work
• Proficiency in Italian would be considered an asset
• Located in Malta

Benefits

• Health Insurance
• Life Insurance
• Hybrid working
• Gym allowance
• Weekly Free lunch
• Cloudigo

Education and experience

• A Diploma in IT

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