Job Description

Main Purpose of the Role:

Reporting to the Head of Operations, the role holder will Provide dedicated, professional and comprehensive support and services to Fortytwo’s customers as well as Companies within our group and related Companies. You will handle technical and all inbound customer support requests and enquiries in a professional and timely manner and to the satisfaction of the customer. You will also be responsible for analysing customer traffic, reporting and monitoring traffic of systems used by the Company.

Main Responsibilities

• Provide first-line support, handling all inbound enquires and complaints in a professional timely manner, with first contact resolution where possible and to the satisfaction of the customer in line with service level and best practices.
• Provide valid, precise, and complete information using the proper methods and tools.
• Actively monitor and analyse customer traffic and all other system infrastructure and identity, report/escalate any issues efficiently according to the Company’s processes and procedures.

Other Responsibilities:

• Analyse and issue periodic reports of various daily performance metrics at specific times throughout the day to the Commercial team and proactively identify any anomalies.
• Build rapport and trust with customers through open and interactive communication.
• Work in a proactive manner to identify issues that may arise before the customer reports such issues.
• Follow communication processes, procedures, guidelines and Company policies.
• Any other task assigned by the management and as required from time to time.

Requirements

Education, Qualifications, and/or Experience:

• An ordinary level standard of education with a technical background.
• Proven customer support experience or experience in a customer-facing role.
• Competency in using computer and network related software tools.
• Clear communicator who can explain technical issues to diverse audience.
• An IT/Technical Qualification or equivalent will be considered an asset.

Knowledge, Skills, and Abilities:

• Passionate about Customer Service where customer satisfaction and first contact resolution immediately come to mind.
• Tech savvy with an interest and willingness to learn and keep up to date with new technologies.
• Great with Microsoft Office, especially excel.
• Customer-centric team player with a ‘can-do’ attitude.
• Excellent verbal and written communication skills in English & Italian
• Strong analytical, technical troubleshooting and problem-solving skills.
• Ability to handle difficult situations with tact and diplomacy.
• Ability to adapt, multitask and frequently prioritise throughout the shift.
• Keep up to date with the latest technologies, products, services, and the SMS industry.
• Willingness to work flexible or irregular hours when needed.

The selected candidate must be available to work a 24/7 roster (including weekends and public holidays as required).

The selected candidate must be already residing in Malta.

Benefits

We believe that our employees are our greatest asset. Joining Fortytwo means becoming part of an ambitious team that fosters collaboration, embraces diversity and operates with a strong sense of unity. You will be working side by side with some of the greatest talent in the industry. In addition to offering competitive salaries, all our employees are provided with:

• Hybrid working
• Career progression
• Health insurance
• Life insurance
• Discount on other insurance policies
• Corporate discount app
• Employee wellness allowance
• Weekly lunches, fresh fruit and snacks
• Team building activities and events
• Casual dress code