Junior to mid-level 2nd Line Support Specialist role at LeoVegas Group, focused on escalation handling, technical troubleshooting, and cross-department coordination in iGaming operations. Requires 6+ months in iGaming, fluent English, and availability for shifts (06:00 to 00:00) including weekends. Hybrid in Sliema. Suits support agents looking to step up from frontline into a specialist operations role.
Role overview
LeoVegas Group is hiring a junior 2nd Line Agent in Malta, hybrid. The role sits within the Engine Room of Operations and covers supporting 1st Line agents on technical and promotional queries, maintaining the Escalations inbox, investigating game malfunctions with providers, coordinating with Complaints, CRM, Sports, Casino, Affiliates, NOC, and VIP teams, checking significant wins flagged from Risk and Fraud, substituting for Team Leaders, and training new 2nd Line agents. Shift work between 06:00 and 00:00 including weekends and holidays.
Requirements:
6+ months iGaming industry experience preferred
Strong communication and fluent English
Problem-solving skills
Team-oriented mindset
Availability for shift work including weekends and holidays
Nice to have: specialist role experience, multi-brand organisation experience.
Perks: hybrid work, 4 weeks workation, wellbeing allowance, private health insurance, retailer/gym/restaurant discounts, employee assistance programme.
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