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Betting Connections Full-Time  Tas-Sliema, Malta 13 Jun 2018

Job Description


Our client is a global payment provider and they are seeking to recruit a Merchant Customer Support Analyst, working full time (Mon-Friday) in Malta.

Key responsibilities include:

  • Reporting to the, Service Delivery Manager and COO
  • Responding to customer service/ support interactions
  • Working with the QA team, in line with the Company’s established service level policies and procedures.
  • Diagnose and resolve problems using available information resources including Database access and using basic SQL queries.
  • Escalating issues that cannot be addressed by the Support Desk.
  • Follow up on customer calls and support technicians
  • Log and track all support desk interactions, logging of Incidents made via phone and email.
  • Providing analysis and resolution of Incidents at first contact where possible.
  • Providing an excellent level of customer service at all times.
  • Be involved in quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.
  • Execute test cases, scripts, plans and procedures (manual and automated) with the QA team.
  • Liaise with the business analysis team to transform business requirements into test cases.
  • Provide assistance with production issues.
  • Performs testing on applications that creates efficient and maintainable new applications.
  • Provides constant feedback to management regarding all aspects of the test life cycle.
  • Ensuring all incidents are rapidly analyzed and resolved in accordance with the SLA.
  • Attending crisis meetings for high severity incidents.
  • PCI and Security Awareness and rigorously adhere to InfoSec Policies & Procedures and Acceptable Use Policy.

Essential Skills, Experience and Attributes:

  • Native of one of the following: Either Spanish, Polish, German.
  • Excellent written and verbal English.
  • Payments industry experience or customer service experience.
  • Some basic SQL experience and comfortable in DB.
  • Good educational Standard minimum “ A level” or degree preferred.
  • Good written and oral communication skills both internally and across customer base.
  • Ability to work under pressure, handle stress and prioritizing tasks. .
  • Experience in dealing with multiple Incidents, tasks and be able to prioritise.
  • Must be able to able to work independently and assist team members.
  • Able to develop and maintain effective business relationships
  • Flexibility is essential to this position – willing to learn new technologies, to implement new processes, and to take instruction
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