Customer Support & Implementation Specialist

At Expedition42 we aspire to give HR professionals and CEOs superpowers through meaningful quality insights, services & products. Bringing together 5 leading brands (jobsinmalta, konnekt, payrollmalta, salariesinmalta & talexio), Expedition42 is geared towards improving individual and organisational wellbeing and having a measurable positive impact on the world of work.

We are looking for an analytical and highly diligent Customer Support & Implementation Specialist to join our growing team at Talexio. You will be reporting directly to the Head of Operations and your duties will include:

• Assisting customers with onboarding processes and technical issues when using our product, while building strong relationships with customers
• Being the first point of contact for clients contacting the Help Desk, gaining advanced knowledge of all products and providing expert assistance to clients
• Resolving customer queries and guiding product users through features and functionalities, while also following up with customers to ensure that all technical issues are resolved
• Liaising with internal teams and departments such as operations, engineering and QA teams to follow up on task statuses, priorities and project plans
• Proactively identifying clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction, and escalating issues as needed
• Other ad hoc duties that may arise

• A native level of English or a professional level of fluency is a must.
• Fluency in Maltese will be given preference
• Ability to handle tough or critical cases with composure and a level-headed approach
• Aptitude for learning new technologies quickly
• Ability to work in a fast-paced environment while providing the best service
• Excellent problem solving, analytical and critical thinking skills
• IT Support related experience (mandatory).

• A minimum of 2 years experience in a similar position
• Past experience in a SaaS environment will be considered an asset
• Experience working with tools such as Jira and Zendesk is considered an asset