Iva Media Group
Customer Support Agent
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About Us
Join our dynamic and fast-growing team as a Customer Support Agent, where you’ll play a key role in elevating the customer experience for our global client base. If you’re proactive, detail-oriented, and thrive working independently, this position is an excellent fit. Your ability to think ahead, solve problems efficiently, and follow established procedures will be just as important as your contribution to improving our customer service standards.
What You’ll Be Doing
- Respond to customer inquiries via email and messenger in a timely, accurate, and professional manner while following company procedures.
- Assist customers with account concerns, game rules, and betting-related questions.
- Investigate, troubleshoot, and escalate complex issues to the appropriate departments when needed.
- Work closely with cross-functional internal teams to resolve customer issues efficiently.
- Troubleshoot technical problems related to online gaming and betting platforms.
- Stay up to date with casino games, sportsbook betting, promotions, and company policies.
- Provide feedback and actionable suggestions to help improve customer support workflows and the overall user experience.
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What We’re Looking For
- Experience in a customer service role — experience within iGaming is considered a strong asset.
- Excellent communication and interpersonal skills.
- Customer-centric mindset with the ability to handle sensitive situations professionally.
- Ability to work both independently and collaboratively within a team environment.
- Strong analytical, technical troubleshooting, and problem-solving skills.
- Language skills: Fluency in English is required; fluency in German, Finnish, or Norwegian is an advantage.
- Experience handling escalations and acting as a point of contact is advantageous.
- Ability to work flexible hours, including evenings, weekends, and public holidays.
- Familiarity with tools such as Intercom, Slack, PaymentIQ, Sumsub, and Notion is a plus.
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What We Offer
- Remote work arrangement for applicants outside of Malta, and hybrid for local candidates.
- €500 annual wellness allowance to support your physical, mental, and overall wellbeing.
- A one-time €500 home office setup allowance to help you create a comfortable workspace at home.
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Jessica, London
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