Job Title

Second Line Support Agent

Required Skills

Job Description

Company Introduction

Our client is specializing in iGaming Consultancy.

Job Responsibilities and Duties

  • Improve the customer experience of their online casinos;
  • Build relations with game providers and other departments to resolve customers’ queries and issues;
  • Handling cases escalated from 1st-line support;
  • Work together Operations Team to solve problems and improve current systems;
  • Escalating issues to Operations Team and third-party payment and game providers;
  • Be the point of contact for 1st-line support when they need assistance;
  • Guiding and educating 1st-line support to make sure they are proactively solving cases;
  • Work together with Payments Team to solve problems regarding customers queries;
  • Understanding and following procedures for the Customer Support department and report any abnormality to the closest manager.


  • At least 1 year of experience in a customer service role, ideally within the iGaming industry;
  • Experience in working with different back offices and online tools;
  • Experience in being the point of contact for different types of escalations will be considered an advantage;
  • Coaching experience will be considered an asset.

Personal Skills

  • Excellent written and communication skills in English. Fluent level of Norwegian, Finnish, German, Swedish or Japanese language considered a plus;
  • Good understanding of the online casino industry;
  • Excellent computer skills and eye for detail;
  • Ability to listen and come up with solutions to customers problems;
  • Ability to work independently and as a part of a team;
  • Able to handle pressure;
  • Be flexible when it comes to working hours.


  • Flexible working hours with core hours at the office;
  • Wellness allowance;
  • Educational courses and conferences are reimbursed.

Senior Recruitment Consultant

Sectors iGaming, Language Jobs


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