Hybrid Customer Support Representative

at Fortytwo.

• Job title: Customer Support Representative
• Job type: Contract
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Santa Venera, Malta

About the role

• Customer Support Representative delivering dedicated support to Fortytwo customers and managing technical enquiries. Responsible for traffic analysis and customer satisfaction in the hybrid role.

Responsibilities

• Provide first-line support, handling all inbound enquires and complaints in a professional timely manner, with first contact resolution where possible and to the satisfaction of the customer in line with service level and best practices.
• Provide valid, precise, and complete information using the proper methods and tools.
• Actively monitor and analyse customer traffic and all other system infrastructure and identity, report/escalate any issues efficiently according to the Company’s processes and procedures.
• Analyse and issue periodic reports of various daily performance metrics at specific times throughout the day to the Commercial team and proactively identify any anomalies.
• Build rapport and trust with customers through open and interactive communication.
• Work in a proactive manner to identify issues that may arise before the customer reports such issues.
• Follow communication processes, procedures, guidelines and Company policies.
• Any other task assigned by the management and as required from time to time.

Requirements

• An ordinary level standard of education with a technical background.
• Proven customer support experience or experience in a customer-facing role.
• Passionate about Customer Service where customer satisfaction and first contact resolution immediately come to mind.
• Tech savvy with an interest and willingness to learn and keep up to date with new technologies.
• Great with Microsoft Office, especially excel.
• Customer-centric team player with a ‘can-do’ attitude.
• Excellent verbal and written communication skills in English & Italian
• Strong analytical, technical troubleshooting and problem-solving skills.
• Ability to handle difficult situations with tact and diplomacy.
• Ability to adapt, multitask and frequently prioritise throughout the shift.
• Keep up to date with the latest technologies, products, services, and the SMS industry.
• The selected candidate must be available to work a 24/7 roster (including weekends and public holidays as required).
• The selected candidate must be already residing in Malta.

Benefits

• Hybrid working
• Career progression
• Health insurance
• Life insurance
• Discount on other insurance policies
• Corporate discount app
• Employee wellness allowance
• Weekly lunches, fresh fruit and snacks
• Team building activities and events
• Casual dress code