Job Description
Who Are We?
Founded in 1994, our mission at Information Systems Limited is to provide the most comprehensive, cost-effective and innovative business software solutions through the cooperation of expertise and knowledge.
We are committed to delivering the highest level of value to our customers and providing a dynamic and challenging environment for all our employees.
The group now employs over 65 professionals, services over 600 customers both locally and overseas and is ISO 9001:2015 certified.
Job Purpose
A Customer Support Consultant provides client support and consultancy for our ERP product, Eyesel Business Suite (EBS), either on-site or remotely, in a timely manner. This role serves as the primary point of contact for customer inquiries and issues, ensuring timely resolution and an excellent customer experience. The position involves managing and handling support tickets, troubleshooting functional issues, providing user guidance, and collaborating with internal teams to resolve more complex cases.
Duties and Responsibilities:
- Act as the first point of contact for customers requiring assistance with ERP applications.
- Provide ongoing software consulting support, remote or onsite, to our clients in the form of application upgrades, training, customisation, and system enhancements.
- Troubleshoot functional issues and provide timely and effective resolutions.
- Escalate complex or technical issues to second-line support, consultants, or development teams when required.
- Follow up on open tickets and keep customers informed of progress until resolution.
- Maintain accurate and detailed records of customer interactions, issues, and resolutions.
- Contribute to the development and maintenance of knowledge base articles and support documentation.
- Build and maintain strong customer relationships through professional, responsive communication.
- Assist in any phase of the software project life cycle as required.
Qualifications, Skills and Experience:
- An IT qualification is required.
- A business qualification or demonstrated knowledge of accounting fundamentals would be considered an asset.
- Working with Microsoft SQL Server & using Crystal Reports Business Objects would be considered an asset.
- Have at least 1 year of experience in the industry performing a similar role using an ERP product.
- Strong communication, analytical, and problem-solving skills.
- Excellent command of written and spoken Business English.
- Other on-the-job training would be provided as and when required. Such training would be discussed during the incumbent’s appraisal. Training may be carried out internally, locally, or overseas.
Other Personal Qualities:
- Commitment to exceptional customer service and business improvement.
- Ability to work effectively within a team environment where flexibility is essential.
- Effective communication, attention to detail, time management, and analytical thinking.
- An ability to work with personal accountability for results and productivity.
- Ability to prioritise and manage multiple support requests simultaneously.
Other Requirements & Details:
- ISL is an equal opportunity employer.
- This is a full-time (40 hours per week) role.
- We are flexible and can offer hybrid work arrangements subject to the following conditions.
- Candidate must be based in Malta.
A) If you are a TCN/EU Citizen already based in Malta, then you must have worked in Malta for at least 2 years in a similar position and hold a valid working permit and passport.
B) If you are a TCN/EU Citizen not already based in Malta, then you need not apply.
No relocation is available.
- On-the-job training would be provided.
Salary will be commensurate with experience, expertise and knowledge.
24×7 Access to our corporate Learning Management System as part of an ongoing drive to Learn and Develop your career.
Access to corporate employee incentive & discount schemes.