NetRefer

Current Vacancies


Welcome to our vacancy portal. NetRefer, a leading provider of performance marketing software, is currently seeking sharp and motivated people to join and strengthen our rapidly growing teams.

The following posts are available in our headquarters in Malta. Please select your preferred vacancy and proceed to apply.

Customer Support Agent

Product Support Team

Positions
1
Location
Malta

We are seeking to recruit a Customer Support Agent to strengthen our Product Support function within the Professional Services team. The successful applicant will oversee the responses and general management of incoming client issues. The position also requires the candidate to respond promptly and accurately to clients, distribute issues to the relevant teams/stakeholders, organize priorities, coordinate outgoing communications and administrate the third-party solution used to manage all support issues.

 

Further role responsibilities include: 

  • Providing first line support to clients through JIRA ticketing system, Live Chat and when necessary through inbound and outbound phone calls in a professional and timely manner;
  • Ownership of support tickets and be responsible for effectively managing cases to resolution;
  • Assisting the Client Services Manager to compile required reports;
  • Recommending possible improvements within the customer care function;
  • Monitoring, actioning and escalating support queries to ensure that issues are resolved within company SLA’s;
  • Assisting Management in achieving the Support team KPIs;
  • Working business hours during weekdays and Sunday morning shift on roster basis, with the flexibility of working from home occasionally.

 

The successful applicant would ideally have the following knowledge, skills and experience:

  • Excellent written and interpersonal communication skills;
  • Previous working experience in a client support related role. Such experience should include managing support requests, incidents, root cause analysis and providing workarounds and solutions;
  • Excellent troubleshooting skills and strong organisational and prioritisation skills;
  • A structured approach to the investigation and resolution of issues;
  • Ability to work on own initiative with a minimum amount of supervision and to handle multiple tasks simultaneously;
  • A flair for helping customers and improving the customer experience;
  • Experience using JIRA will be considered an asset.

 

If you are customer oriented, drive for results, work effectively within a team and wish to work in a dynamic and rewarding environment, we would like to hear from you.