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Technical Support Representative

Placement Type: Internship (200-300hrs)

Placement Description:

Operating in a 24/7 in-bound call center environment, Technical Support Representatives will provide software and hardware problem resolution to customers by chatting and speaking to users through remote diagnosis. Solutions include, but are not limited to, technical PC problems, removing virus and malware, software updates, device driver updates, resolving PC performance issues and troubleshooting Internet-related problems. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required. Duties and Tasks:  Deliver high quality service and support to end-users using chat and video call software via remote connection;  Interact with customers to provide and process information in response to inquiries and concerns;  Engage in a customer centric approach by utilizing the appropriate level of ethics and service both via chats or calls;  Gather customers’ information and determine the issue by evaluating and diagnosing technical issues;  Identify and escalate priority issues per client specifications;  Redirect problems to appropriate resources;  Resolve technical hardware and software issues;  Research required information using available resources;  Follow standard processes and procedures;  Accurately process and record call transactions using designated tracking software;  Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;  Organize ideas and communicate oral messages appropriate to listeners and situations;  Follow up and make scheduled call backs to customers where necessary;  Stay current with system information, changes and updates

Skills Gained and Learning Opportunities:

Gain hands-on exposure to real use case scenarios and issues beyond textbooks and theory Convert academic knowledge into relevant industry skills. Ease the transition from being a student to entering the workforce Increase self-confidence in the workplace while developing an expanded network of referrals, associates and professionals. And, why not, earn additional income

Total Number of Hours: A total of 20 hours per week - (shift 20:00hrs till 08:00hrs)

Period of Placement: (If Start Date/End Date are blank, the Placement is "open")

Start Date:
End Date:

Remuneration: Rate at €6 per hour

Requirements:

Skill and Knowledge Qualifications:  Proper written and phone etiquette;  Ability to speak and write clearly an accurately;  Demonstrated proficiency in English typing and grammar;  Knowledge of relevant software applications and PC equipment;  Knowledge of customer service principles and best practices;  Effective listening skills;  Willingness to co-operate with others towards the overall success;  Multi-tasking capabilities;

Other Qualities:



Host Organisation Name: Uniblue Systems Limited

Host Organisation Description:

http://www.uniblue.com/

Host Organisation Address:

Uniblue Systems Limited Orange Point Levels 2-3 Dun Karm Street Birkirkara by pass Birkirkara BKR9037

Name of Contact Person at Host Organisation: Vanessa Galea Mule`

Phone Number: 23275000


Selection of Candidate: Best candidate


When you click on APPLY for this placement you will be directed to an email message which you may edit as your cover letter. Before sending the email, do not forget to go through the following checklist:

  1. Edit the email as your covering letter or attach your covering letter
  2. Attach your CV
  3. Ensure that the email is sent directly to the email of the ‘Host Organisation Contact Person’
  4. Keep the DegreePlus Office in copy (placements.degreeplus@um.edu.mt) in the application email, and
  5. You are also to keep the DegreePlus Office informed of any positive feedback received from the Host Organisation.

 


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