Customer Support Representative (Malta)

E-tainment, a leading multinational entertainment platform, is seeking a dedicated and results-oriented Support Representative to join our growing team. As a Support Representative, you will play a crucial role in providing exceptional customer service to both clients and content providers across our various streaming websites.

E-tainment is a dynamic and innovative company with a global presence. We have been at the forefront of online entertainment since 2000, offering a wide range of streaming services. Our parent company is listed on the Paris stock exchange, and we have offices in Malta, Luxembourg, and Hungary.

This specific opening involves addressing inquiries, resolving issues, and ensuring a seamless experience for both clients and content providers. Additionally, the Support Representative will take on the responsibility of coaching content providers, guiding them in industry best practices, and helping them maximize their success on our platform.

This position is open to candidates who are currently residing in Malta.

Key Responsibilities:

Client Support:

• Provide prompt, courteous, and professional responses to client inquiries via email and chat.

• Troubleshoot technical issues related to account management, billing, and site navigation.

• Escalate complex issues to appropriate departments while ensuring timely resolution.

• Enforce regulatory/compliance measures in relation to the industry and online sales 

• Maintain detailed records of client interactions and resolutions in the support database.

Content Providers Support:

• Offer email and chat support to Content Providers , assisting with technical issues, profile management, and general site usage.

• Guide models through the onboarding process, ensuring they understand platform policies and tools.

• Validate registration attempts and user generated content based on the site’s internal policies

• Monitor and maintain the platform’s Fair play rules by interacting with the live users of the site

• Provide feedback to Content Providers on how to improve their profiles and performance.

Content Providers Coaching:

• Conduct regular coaching sessions with Content Providers to share industry best practices, performance tips, and strategies for client engagement - under the leadership of the Key Account Manager

• Develop and update training materials, resources, and guidelines for Content Providers .

• Monitor Content Providers performance metrics and provide constructive feedback for improvement.

• Stay up-to-date with industry trends and share relevant information with Content Providers to help them stay competitive.

Collaboration and Reporting:

• Work closely with other support representatives and departments to ensure a consistent and high-quality support experience.

• Report recurring issues, client feedback, and any technical problems to the Support Manager

• Contribute to the improvement of support processes and training materials.

Qualifications:

Experience:

• 3 years of previous experience in customer support, preferably in the entertainment industry or a related field.

• Related experience working in agile environments

• Experience in a coaching or mentoring role is highly desirable.

• Working in tandem with development teams, L2-L3 support experience is an advantage.

Skills:

• Strong communication skills, both written and verbal.

• Proficiency in English and French (other European Languages are considered an advantage).

• Ability to handle sensitive and confidential information with discretion.

• Proficient in using support ticket systems and chat tools, such as Zendesk, Freshdesk or Salesforce.

• Excellent problem-solving skills and a proactive approach to support.

• Ability to work independently and manage multiple tasks efficiently.

Benefits:

• Competitive salary with varying employee benefits depending on working location.

• Opportunities for career advancement and professional development.

• Access to industry events, training programs, and resources.