About This Job
- Remotely provide technical assistance for Shireburn 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 remote connection 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 our 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.
- Fulfill 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
- Worked with Shireburn Solutions in the past.
- Knowledge of Maltese and other languages.
- Possess own car and driving license.
Job details
Malta
Full-time
Entry level
Onsite
Employee benefits
Life insurance
Professional training
Health insurance
Wellness programs
Employee discounts
Home office set-up allowance
Motor breakdown service cover
Yearly eye-test
Loyalty leave