Customer Service Agent

Job description

  • Provide software support on all Shireburn's products, remotely, via telephone, email and chat;
  • Maintain highest client satisfaction and positive client relationships;
  • Perform problem management and end-to-end problem ownership;
  • Participate in scheduled off-shift support (callout);
  • Provide client-based full training of the software;
  • Create well-worded documentation for issues and bugs which are software related;
  • Contribute to the knowledge base;
  • Other relevant duties as assigned.


  • Customer support experience, ideally from the software sector;
  • Customer oriented, with outstanding etiquette;
  • Ability to troubleshoot issues whilst multi-tasking.
  • Excellent communication skills in English. Speak and write clearly and articulately without being overly verbose or talkative;
  • Driven, strong motivation and will to continuously learn;
  • Ability to work as part of a team. Reach out to peers and cooperate with supervisors to establish a collaborative working relationship;

Our IDEAL candidate would have:

  • Working experience with one or more of our solutions
  • ITILĀ® Foundation certification or similar
  • Knowledge of Maltese will be considered an asset.