Customer Success Specialist

PTL Limited in Malta is currently looking to recruit a Customer Success Specialist to join their team on a full-time basis.

The Company:
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 70 dynamic professionals, experts in business integration, enterprise-wide solutions and contracted outsourcing. PTL’s multi-disciplinary team services a prestigious client base in Malta, Europe and Africa.PTL is an equal opportunities employer.

Job Role:
An opportunity has arisen for interested candidates to join PTL Limited as a Customer Success Specialist (CSS), within the company’s Service Desk.

Based in Malta and reporting to the Head of Customer Success, the CSS is responsible for overseeing the day-to-day activities of service-desk operations to ensure customers receive the best support experience possible.

The CSS must perform multiple functions effectively and simultaneously.

Duties may vary, however, core responsibilities include the following:

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues
• Act as an escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organisation
• Determine the root cause of issues and communicate appropriately to internal and external customers
• Provide training, coaching and supervision over help desk employees. Monitors metrics from the service desk team and provides regular reports to the Head of Customer Success for decision-making, planning and evaluation purposes
• Implement and enforce departmental policies and procedures that ensure operations are based on best practices and are effectively performed
• Responsible for the preparation and maintenance of operational documentation including administrative paperwork and knowledgebase articles
• Assist in the maintenance of current customer accounts by engaging in customer success management activities to discover opportunities for improvement.

The Requirements:

• 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, CSSs possess a logical mindset and able to devise technical and original solutions to customer’s problems
• Communication – operational message is key in this role since CSSs 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 – CSSs must possess advanced time management skills, being able to prioritise and multi-task when covering multiple issues
• Leadership – a CSS shall be a natural leader, charismatic and able to lead and influence a team to constantly achieve better results
• Quality & Customer Obsessed – CSSs’ main goal is to ensure a high level of customer experience and satisfaction. Although fast turnaround is instrumental in achieving this goal, the CSS can balance speed without compromising the quality of service.

This role requires you to possess a bachelor’s degree in Computer Science or Management and a minimum of 3 years support related experience. Applicants with specialised certifications, such as CompTIA, ITIL, and MCSA (office 365) will be given preference. Although the use of Maltese is preferred, a Level of C1,2 is required in Understanding, Writing and Speaking in English.

What We Offer:
A remuneration package commensurate to the applicant’s experience and ability to display aptitude shall be offered to the right candidate. Additional benefits include but are not limited to health insurance, on-site gym, employee wellness benefits, employee assistance programmes, flexible working conditions, scholastic sponsorships, and opportunities to obtain industry certifications, amongst others.

Whilst working with us, you will enjoy:

• The culture– We believe in bringing people together to share their skills, creativity, and ideas. We lead with curiosity and nurture a culture which is caring, sharing, and daring
• The people– you will work closely with talented leaders and teams – people who are humble, passionate, and creative, people you can be proud to work with
• The mindset– we embrace change and growth through confidence and are not afraid to try new things. Our motto is: Launch, Learn, Adapt
• The opportunities– we invest in training and developing our teams and encourage career progression not only within PTL Limited but also within Harvest Technology plc, our holding Company.

Harvest Technology plc is an equal-opportunity employer that values diversity.
We are committed to fostering an inclusive space where all employees are valued and respected.

Applications will be treated with the strictest confidence.