Customer Support Representative – Malta

About the role

E-tainment, a leading multinational entertainment platform, is looking for a dedicated Customer Support Representative to join its Malta team. You will provide high‑quality assistance to both clients and content providers, ensuring smooth platform experiences and helping providers maximise their performance.

Key responsibilities

• Respond promptly to client inquiries via email and chat, troubleshooting account, billing and navigation issues.
• Support content providers through email and chat, guide onboarding, validate registrations and monitor compliance with platform policies.
• Conduct regular coaching sessions for providers, develop training materials and share industry best practices.
• Escalate complex cases, maintain detailed interaction records and report recurring issues to the Support Manager.

Required profile

• Minimum 3 years of customer support experience, preferably in entertainment or a related field.
• Experience in agile environments and, ideally, in coaching or mentoring roles.
• Strong written and verbal communication skills in English; French is a plus.
• Ability to handle confidential information with discretion.

Required skills

• Proficiency with support ticket systems such as Zendesk.
• Experience using Freshdesk.
• Familiarity with Salesforce.

What we offer

• Competitive salary with benefits that vary by location.
• Opportunities for career advancement and professional development.
• Access to industry events, training programs and resources.