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Helpdesk Team Lead, Malta



Malta, Malta 

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Job Description:


Our client is looking for a Helpdesk to join their team in Malta.
The ideal candidate would have 3 years of similar experience and be highly pro-active with an eagerness to learn!


  • Handle customer communication in relation to incidents, service requests, roll-out of new features or other related matters in a timely and professional manner.
  • Ensure all incoming calls and emails are being taken care of in a timely manner.
  • Pro-actively come up with solutions to customer problems.
  • Monitor the company’s products, and ensure the continuity of services provided to the customers.
  • Schedule and perform the company’s platform and products demonstrations to prospective clients and provide training sessions to newly signed clients as well as existing clients.
  • Liaise with other departments and 3rd party providers in order to tackle incidents, support requests as well as new product and integration requests in line with company SLA targets.
  • Liaise and assist team members with day to day tasks and the set up of new procedures while maintaining / managing and the keeping of documentation.
  • Actively assist the Account Management team with any tasks required.
  • Keep up to date with all company products on offer and maintain a high level of knowledge about our in-house software and third party tools alike.
  • Be prepared to take on additional ad-hoc responsibilities as required.

Requirements and competences:

  • Three years working experience in a similar position in the iGaming industry.
  • Working knowledge of Jira and Jira Service Desk and the ability to take the lead on setting up and managing of Jira Service Desk.
  • Strong understanding of the flow of an API.
  • Knowledge of Sportsbook, Live Casino, Casino games and platforms basic functionality.
  • Able to conduct, in person or online, training and demonstration.
  • Professional customer care skills and the ability to pass such skills to other new team members.
  • Fluency in English, both spoken and written.
  • Highly organised character, pro-active, self-motivated, able to work on own initiative and eager to learn.
  • Working knowledge of Microsoft Excel and other MS Office applications.
  • Excellent data entry accuracy and attention to detail.
  • Be willing to work on-call on a rota basis and work on 24/7 shifts.

Should you be interested in the above position, kindly forward your CV to Paisley Ward on paisley@bettingconnections.com or call on either +356 27204520 or +447743210273

Company Info
Betting Connections
High Street
Sliema, Malta
Phone: +356 27 204 520
Web Site: www.bettingconnections.com
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