2nd Line Specialist
Description
ABOUT THE ROLE
As a 2nd Line agent, you will be joining the Engine Room of Operations. The responsibilities of a 2nd Line agent focus on supporting our players by assisting 1st Line agents across multiple channels and providing feedback. However, you will also have communication channels with a variety of departments and providers, not only to fix issues affecting us at the time but also to prevent these in the future and to improve processes across operations through different projects.
YOU WILL BE RESPONSIBLE FOR:
- 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.
OUR SUCCESSFUL CANDIDATE WILL HAVE:
ESSENTIAL SKILLS
- 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.