Client Tech Support Lead (l1 Support)

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We are an ambitious Maltese organisation on an exciting journey of growth and international expansion. 9H Digital is a successful group of companies providing sophisticated, technology enabled digital marketing services. With headquartered in Malta, EU , we also have delivery and sales operations in Egypt and Saudi Arabia together with an impressive list of high-profile customers. At 9H, we specialize in leading our clients through transformative digital initiatives, encompassing technical HubSpot consulting projects and growth-centric design programs.

Why join us?

• Work with a supportive and diverse team

• Ample learning and development opportunities

• A flexible working environment

• Project ownership and independence while working

• Exposure to the latest technologies and digital solutions

• Focus on sustainability to make sure the future is better than today

• Grow and find more purpose with us

Role:

As the Client Support Lead, you specialise in customer relations. Your tasks include providing generic and technical support, helping customers with setup, and recording all customer complaints, comments, and requests. You will liaise with the tech team and collaborate with other departments to give the best service to our clients.

Responsibilities:

• Responding to customer queries, complaints, and requests via email.

• Assisting customers with any issues they might experience.

• Informing customers about specialised functionalities and features that might assist them in their day to day operations.

• Following up with customers to ensure that reported technical difficulties have been resolved.

• Troubleshooting, analysing, and reporting errors, failures, or malfunctions..

• Keeping a detailed record of client data, including useful comments, as well as positive or negative feedback.

• Analysing customer feedback and advising management on areas of improvement.

• Mentoring and coaching other team members to provide the best possible service to clients.

• Find out ways to improve the service given to our clients.

• Maintaining client accounts and updating billing information as needed.

• Consult clients and suggest improvements. Give and add value to the clients.

• Plan and schedule work for support developers.

Requirements:

• Experience in a similar role is considered an asset

• Experience in Technical support

• Bachelor's degree in Tech, digital marketing, business, or a related field (or equivalent experience)

• Excellent analytical, problem-solving, and decision-making skills

• Leadership skills

• Strong communication and collaboration skills to work effectively with cross-functional teams

• Ability to manage multiple projects, prioritise tasks, and meet deadlines

• High level in the English language with the correct English diction

Culture:

We like go-getters who are willing to explore new frontiers and activate their personal and professional abilities in a fast-paced, flexible environment. In return, we offer a supportive atmosphere where you can achieve your goals, build your skills, and thrive, both career-wise and life-wise. Are you ready to do what you do best?

All applications will be treated in the strictest confidence.

BE PART OF OUR GREAT JOURNEY AT 9HDIGITAL!