2nd Line Specialist

Description

• Assisting internal teams with queries related to technical or promotional issues brought up by customers via all support channels.
• Maintaining Escalations inbox with several reports, updates and notifications sent by external parties.
• Assisting with varied projects with a holistic view to improve Operations Efficiency and Customer Experience.
• Investigating through our means first and later escalating issues if needed to game providers to resolve malfunctions with games on-site across all verticals.
• Working closely with Complaints, CRM, Sports, Casino, Affiliates, NOC and VIP to ensure all promotions and systems are working as intended.
• Resolve any ongoing campaign issues when possible or in the absence of CRM Managers and Retention Operations to deliver the best customer experience.
• Maintaining and ensuring the 2nd Line routines are up to date to have a linear knowledge base throughout the team.
• Substituting for Team Leaders in their absence, taking on the responsibility for administrative tasks such as schedules.
• Providing constructive feedback to agents for situations which could have been handled better or positive feedback for any agent displaying a great use of their knowledge and tools.
• Checking significant wins escalated from Risk and Fraud for foul play by ensuring the wins are within the game's rules.
• Flagging gaps in knowledge within Customer Support for further training to be developed
• Monthly workshops with new starters on handling different case types, along with conducting shadowing sessions to people across Operations interested in our responsibilities.
• Training new 2nd Line agents to get them up to speed in the most efficient way possible.

• 6+ months of experience within the iGaming industry is ideal. Any experience in a specialist role is a plus, but not a necessity.
• A willingness to learn and grow, not only in terms of knowledge but also in terms of cultural traits valued by LeoVegas.
• A mentality focused around understanding why you are taking certain actions and asking questions about it, as opposed to following routines blindly.
• A strong team spirit, acknowledging that your peers are there to help you and vice-versa.
• Experience of working within a multi-brand organization would be beneficial but not essential.
• Good problem-solving skills and taking a look at the bigger picture in such situations would be advantageous.
• Strong communication skills and fluent in English.

Ability to work on a shift basis including weekends and public holidays. Hours range from 05:00-00:00

Compensation & Benefits

• Competitive salary based on your experience
• Well-being allowance to support your active lifestyle.
• Work from anywhere in the world for up to 4 weeks per year
• Private health insurance to keep our Team Leo healthy and happy.
• Personal development plan to help you reach your goals and ambitions.
• Employee assistance program to help and guide you in challenging moments.
• Roaring discounts all over Malta island for you to explore.
• Team activities and events to have some well deserved break and a bit of fun!
• If you are not based in Malta we will also provide you with a relocation package, which includes 3-week accommodation and flight.