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Client Support Specialist

Client Experience · San Gwann, Malta
Department Client Experience
Employment Type Full-Time
Minimum Experience Mid-level

Overview of the Role

The Client Support Specialist will be responsible for offering client support to internal and external clients and deploying and configuring client applications. This is a critical customer-facing position that requires identifying, troubleshooting, and resolving both internal system problems, as well as external customer-related issues.

The role will require a blend of technical and business knowledge, as well as excellent communication skills to be able to provide a highest level of customer satisfaction. The Client Support Specialist must be a motivated team player that can see projects to completion, work independently, and be willing to assist other team members not specific to his/her duties.  

Overall Responsibilities

  • Responds to client queries using a ticketing system in a professional, polite, informative, thorough and timely way, providing a high level of personalized client service;
  • Maintains a consistent and positive customer service image when interacting with clients;
  • Proactively keeps up to date with Ixaris activities, products and services to ensure queries are handled in a professional manner;
  • Deploy clients on testing and production Ixaris server applications and perform any necessary configurations;
  • Escalates and resolves cases in prompt time ensuring corporate SLAs are met;
  • Interacts with third-party suppliers and other departments as required;
  • Prepares documentation for tools and processes;
  • Contributes to ongoing improvements to processes, procedures and comms within the team;
  • Has a passion for high quality customer service.   

 Skills and Knowledge

The right applicant should have:

  • Excellent verbal and written communication skills in English;
  • Knowledge of API messaging using SOAP and REST and use of tools such as SOAPUI/Postman;
  • Firm knowledge of SQL/MySQL. Ability to query databases;
  • Understanding and familiarity with web applications running on Apache/Linux environments. You don’t need to be a developer or expert - but understanding these technologies and their usage is a strong advantage;
  • Being able to work on multiple projects/tasks at the same time without losing focus;
  • Attentive to detail, and focus on high quality communications; both written and spoken;
  • Strong analytical skills;
  • A team player, able to add value to the support process and get the best from others;
  • Ability to work under pressure and prioritize as required;
  • Experience in client facing roles especially dealing with people from different cultures and backgrounds;
  • A positive person with a can-do attitude and willingness to learn;
  • Candidates with a qualification in ITIL Foundation or above would be preferred;
  • Candidate preferable is required to have at least a MQF Level 5 qualification (Diploma or equivalent). An MQF Level 6 (Degree) qualification would be considered as an asset;
  • Candidates with experience in the payment industry and client services would be preferred. 

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  • Location
    San Gwann, Malta
  • Department
    Client Experience
  • Employment Type
  • Minimum Experience