Customer Experience Specialist

PTL Limited in Malta is currently looking to recruit a Customer Experience Specialist (CES)  within the company’s Service Desk to join their team on a full-time basis.

About us:
PTL LTD PTL is a long-established IT company providing enterprise-level IT solutions in Malta and it forms part of Harvest Technology plc. PTL partners with major names like IBM, Cisco, Microsoft, Lenovo, and NCR. PTL has a team of more than 60 dynamic professionals, and experts in business integration, enterprise-wide solutions, and contracted outsourcing. PTL’s multi-disciplinary team services a prestigious client base in Malta. PTL is an equal opportunities employer.

Job role:
Reporting to the Head of Customer Success, within PTL’s Service Desk, the Customer Experience Specialist (CES) acts as the customer’s first point of contact in support cases. The CES must perform multiple functions effectively and simultaneously.

Responsibilities and Requirements:
Duties may vary, however, core position requirements include the following:

• Technical expertise – playing a direct role in solving customer queries or issues, a wide range of technical know-how/experience is required
• Problem-resolving abilities – being problem-solvers, CESs possess a logical mindset and can devise technical and original solutions to customer’s problems
• 2+ years of proven experience in the technical support role
• Communication – operational message is critical in this role since CESs are required to collect data about issues, prepare comprehensive notes and reports, and walk users through the stages they can take to fix technical problems
• Time administration – CESs must possess advanced time management skills, being able to prioritize and multi-task when covering multiple issues
• Team player – CESs routinely work with other team members, colleagues, and suppliers to resolve user issues
• Quality & Customer Obsessed – CES's main goal is to ensure a high level of customer experience and satisfaction. Although fast turnaround is instrumental in achieving this goal, the CES can balance speed without compromising the quality of service
• Applicants should possess one or more of these specialized certifications: A University Degree in Computing or a related field, CompTIA, ITIL, and MCSA (Office 365)
• Although the use of Maltese is preferred, a Level of C1,2 is required in Understanding, Writing and Speaking in English
• Due to customer security requirements, candidates being European Union, or UK citizens or having been residing in Malta for the past 4.5 - 5 years will be given preference
• This role takes place during regular office hours Mon-Fri 0800-1700Hrs (No work required on weekends, public holidays, or after office hours)

• Flexible hybrid/remote arrangements
• Education/Certifications Sponsorships
• Annual paid study leave
• Annual performance appraisal
• Onsite Gym
• Recreational area with barista & games room
• Onsite hair salon/barber shop
• Onsite reserved parking
• Health Insurance
• Mobile Allowance
• Wellbeing Bonus
• Safe working environment with virtually unrestricted growth potential within an organization of over 8K employees.