Customer Support Agent (iGaming)

TL;DR

Customer Support Agent (iGaming): Providing high-level support to players in the Italian market across email, chat, and phone with an accent on player satisfaction and technical troubleshooting. Focus on maintaining KPIs/SLAs, guiding users through casino and sportsbook products, and ensuring a seamless player experience.

Location: Hybrid (Birkirkara, Malta)

Company

hirify.global is a leading global developer and supplier of iGaming solutions and a subsidiary of the NOVOMATIC Group.

What you will do

• Respond to player enquiries via email, live chat, and inbound phone calls.
• Provide technical support for browser settings, cookies, and app updates.
• Deliver detailed information about slot games, sports betting, and casino products.
• Collaborate with team leaders and internal departments to resolve player issues.
• Maintain quality assurance standards, KPIs, and SLAs.
• Work within a 365-day shift rotation, including weekends and public holidays.

Requirements

• Native or near-native level of Italian (written and spoken)
• Business-level fluency in English (written and spoken)
• Strong communication skills and a passion for customer service.
• Proficiency in computer usage and mobile applications.
• Ability to work in a scheduled shift rotation.

Nice to have

• Previous experience in online customer support.
• Experience or keen interest in the iGaming industry (casino and sportsbook).

Culture & Benefits

• Hybrid work model for flexibility and team collaboration.
• €1,500 annual personal development and training budget.
• €300 wellness and home office allowance.
• Comprehensive private health insurance, including dental and optical care.
• Weekly office lunches, fully stocked kitchens, and regular team-building events.
• Mental health support with counseling vouchers.