An opportunity has arisen for interested candidates to join PTL Limited as a Customer Experience Agent (CEA), within the company's Service Desk.The PositionBased in Malta and reporting to the Head of Customer Success, the CEA acts as the customer's first point of contact in support cases. The CEA must perform multiple functions effectively and simultaneously. Duties may vary slightly; however, core responsibilities include the following:Answer inbound requests through Email, Phone, Chat and Ticketing System in a timely and friendly manner;Provide timely solution to reported problems;Solve technical requests at point of contact;When required, escalate to other teams;Follow-up on customer requests;Coordinate support matters internally to resolution;Perform scheduled checks and customer maintenance tasksThe CompanyPTL is a long-established IT company providing enterprise-level IT solutions in Malta and it forms part of Harvest Technology plc. PTL partners 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.The RequirementsThe CEA is required to be a team player, possess a can-do attitude, be customer focused and able to deliver fast results without compromising quality. In addition to possessing at least two years in a customer facing support role and able to solve technical tasks and queries preferably in application support, Office 365 and Active Directory.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, the candidate should be a European Union or UK citizen.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, 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.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.
