How To Become a Customer Support Agent in iGaming

Posted on 09/02/2023

Are you intrigued by the thriving iGaming industry? If so, you may want to consider launching your journey as a customer support agent — a role that can be your stepping stone to a world of diverse opportunities. In this blog, we take a look at the responsibilities involved and skills required for this role, as well as the potential it holds. So, if you're eager to dive into this exciting career path, read on! 

Customer support agents are the lifeline for casino players, responsible for resolving any issues players may have, whether it's related to placing bets, account management, payments, or technical glitches. Proficiency in troubleshooting is a must, with a commitment to delivering swift and effective solutions. In some cases, an agent's responsibilities may also extend to offering enticing bonuses to keep users engaged and increase player retention. 

Remaining calm under pressure and knowing how to prioritise tasks is paramount, as juggling multiple player requests at once is quite common. It is also necessary to have strong problem-solving skills to promptly tackle any issues players may be experiencing. In addition, in the dynamic world of iGaming, agents must be knowledgeable about the types of games and promotions offered on the site in order to provide players with accurate information. Support agents should also possess basic computer skills to navigate the website's backend system for efficient player account management. 

Possessing excellent communication skills — both written and spoken — is your trump card; and while having a great command of the English language is non-negotiable, knowing multiple languages is a plus. Moreover, being charismatic can be a game-changer, especially if you're just starting out. Luckily, the job market in Malta offers an accessible entry point, where prior experience is often not a prerequisite, making it easier to get your foot in the industry. 

Starting out as a customer support agent provides knowledge and first-hand experience in the online gaming industry, and enables you to establish customer relationships before working your way up into other desired positions

If this piques your interest, you can easily find open positions for this role through LinkedIn or through a quick Google search. Best of luck on your journey

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