Support Specialist

Our client is seeking a dedicated Software Support Specialist to join their team in Malta. The successful candidate will provide first-line support for their software solutions, ensuring the smooth operation of their applications and delivering exceptional customer service to their clients.

Your Key Responsibilities:

• Providing first line support to customers, promptly addressing inquiries and effectively resolving issues related to our software solutions.
• Investigating and troubleshooting user issues concerning software functionality, configuration, and usage.
• Becoming acquainted with and offering end-user and operational support on Microsoft Platforms, bespoke applications, and similar platforms as required.
• Executing operational and administrative procedures, such as certificate renewals, security patching, and setting up VPN access for clients.
• Assisting in solution testing and deployment phases to ensure smooth implementation and user transition.
• Escalating complex issues to the development team and diligently monitoring progress to ensure timely resolution.
• Pursuing continuous learning and certifications in relevant technology platforms to bolster expertise and support capabilities.
• Compiling test scripts, deployment procedures, and support documentation to streamline support processes.
• Collaborating with internal teams to pinpoint opportunities for process enhancement and support service optimization.
• Maintaining open communication with clients and internal stakeholders, delivering updates on support tickets and ensuring high customer satisfaction levels.

• Knowledge of or working experience in a client support role.
• Windows administration experience and understanding of network concepts and software applications.
• Excellent customer care skills.
• Excellent level of English both written and verbal.
• Knowledge of Power BI and any Microsoft Support Platform will be considered an asset.

• Hybrid working