Front Line Agent

• Remotely provide technical assistance for Shireburn products via phone, email, and chat.
• Act as the first point of contact for the Customer Support Team, fielding incoming inquiries, logging support issues, and capturing essential details.
• Contribute to the Support Helpdesk by:
• Creating well-organised tickets with accurate subject lines.
• Providing clear screenshots of error messages and TeamViewer details (when applicable).
• Managing, prioritising, and documenting all incoming questions and service desk tickets.
• Escalate complex issues to the appropriate departments or teams for further resolution.
• Maintain accurate client records by ensuring:
• Correct names, surnames, and company associations.
• Presence of email addresses and contact numbers.
• De-activation of accounts for users who no longer work with our clients' companies.
• Proactively analyse incident reports to identify trends and suggest preventive measures.
• Participate in scheduled on-call support rotations to ensure continuous client coverage.
• Strive to deliver exceptional customer service and build positive client relationships.
• Full-fill additional responsibilities as assigned.

Requirements

• Customer support experience, ideally in the software sector.
• Excellent communicate-n skills in English. Speak and write clearly and articulately without being overly verbose or talkative.
• Customer oriented.
• Ability to work as part of a team. Reach out to peers and cooperate with supervisors to establish a collaborative working relationship.
• Motivation and strong will to continuously learn.

Considered an Asset

• Worked with Shireburn Solutions in the past.
• Knowledge of Maltese and other Languages.
• Possess own car and driving license.