Born in Sweden and headquartered in Malta, at Fortytwo, we are a multicultural team of professionals, and we pride ourselves on being innovative, and robust. We are a global communication technology solutions provider specialising in international mobile messaging solutions and services through its proprietary infrastructure, systems, and platforms. With a global messaging connectivity network that reaches more than five (5), billion subscribers, worldwide, Fortytwo is a leader in this dynamic messaging interoperability industry.
Our team is expanding, and we are now looking for a Technical and Customer Support Representative to handle technical customer support requests and enquiries in a professional manner and to the satisfaction of the customer as well as to monitor multiple systems used by the Company.
We are exploring ways to grow our team and in taking ownership of this role, your areas of responsibility will be:
Provide first line support and first contact resolution to customers.
Respond efficiently to customer inquiries and maintain a high level of customer satisfaction.
Identity the customers’ needs and assist customers with their queries.
Handle complaints in a professional manner, provide solutions and follow up to ensure resolution.
Provide valid, precise, and complete information using the proper methods and tools.
Actively monitor traffic, identity and report any issues according to the Company’s procedures.
Escalate technical issues using the SOPs of the Company.
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 procedures, guidelines and Company policies.
Any other task assigned by the management and as required from time to time.
We are looking for an individual with an ordinary level of education, and proven customer support experience or experience working in a customer-facing role.
Additionally, the ideal candidate will be:
Passionate about Customer Service where customer satisfaction and first contact resolution immediately come to mind.
Customer-centric team player with a ‘can-do’ attitude.
Excellent verbal and written communication skills in English.
Strong analytical, technical troubleshooting and problem-solving skills.
Able to handle difficult or sensitive situations with tact and diplomacy.
Able to adapt, multitask and prioritise.
Able to keep up to date with the latest technologies, products, services, and SMS industry.
The selected candidate must be available to work on a 24/7 roster including weekends and public holidays. This position is hybrid (mornings - onsite and weekends/PH/afternoons/nights - remote).
By joining Fortytwo, you will have the opportunity to work with an ambitious team that strives to deliver with great team spirit and a multicultural environment. We believe that our employees are our greatest asset and apart from providing a competitive salary, you will also be provided with:
Discounts on other insurance policies
Casual dress code
An opportunity to live and work in the sunny Mediterranean island of Malta
If you enjoy working with people and you want to join a team of dynamic and talented individuals, then this is the next step in your career!