An opportunity has arisen for interested candidates to join PTL Limited as a Customer Experience Specialist (CES), within the company's Service Desk.The PositionReporting 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. 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; (See certification requirements below)Problem-resolving abilities - being problem-solvers, CESs possess a logical mindset able to 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 prioritise 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 - CESs main goal is to ensure a high level of customer experience and satisfaction. Although fast turnaround is instrumental in achieving this goal, the CES is able to balance speed without compromising the quality of service.The CompanyPTL 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, experts in business integration, enterprise-wide solutions and contracted outsourcing. PTL's multi-disciplinary team services a prestigious client base in Malta.The RequirementsApplicants should possess one or more of these specialised 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, UK citizens or having been residing in Malta for the past 4.5 - 5 years will be given preference. (Due to Security Clearance)This role takes place during regular office hours Mon-Fri 0800-1700Hrs (No work required on weekends, public holidays or after office hours)What We OfferA 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, free use of on-site gym, employee wellness benefit, employee assistance programme, 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.PTL Limited 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 in the strictest confidence.
