Job Details

Job
Location
Customer Support Engineer - Malta
Job ID: 7980
Job Type:
Region:

Malta

Job description:

Our Client is looking to hire a Customer Support Engineer to provide functional and technical support for all their products and services.

Responsibilities:

  • Answering support queries via telephone, portal, email and live chat

  • Manage and take ownership of all service requests/problems/incidents throughout their life cycle, from creation to closure, ensuring that the customer is given regular, high quality updates

  • Provide first line resolution for incidents and service requests where possible

  • Assist with the handling of major incidents, identifying and raising any trends to the relevant parties where necessary

  • Identify any areas of difficulty or areas for improvement providing a quality service to the customer

  • Ensure all service requests/incidents are completed within agreed SLA targets

  • Work on a rotating 16/7 shift basis

  • Any other ad-hoc duties that may be required



Requirements:

  • Ability to communicate fluently in English both verbally and in writing is essential.

  • Exceptional communication and organisation skills.

  • Ability to work autonomously and within a team to support the end user efficiently using ITIL Best Practice.

  • Practical experience writing and running SQL queries.

  • Practical experience supporting and troubleshooting web services (SOAP, REST and other protocols).

  • Good troubleshooting skills using emulators, Linux command line, Chrome Developer tools