Customer Support Agent Italian Speaking at Evolution

📍 Job Overview

Job Title: Customer Support Agent (Italian Speaking)
Company: Evolution Gaming
Location: San Ġiljan, Malta
Job Type: Full-time
Category: Customer Support
Date Posted: June 13, 2025
Experience Level: Entry-level to 2 years
Remote Status: On-site

🚀 Role Summary

Provide exceptional customer support to Evolution Gaming's clients and end-users in both Live Chat and ticketing systems
Troubleshoot and resolve technical issues, escalating priority cases as needed
Collaborate with internal teams to coordinate case resolution and maintain high service standards
Demonstrate strong multitasking skills, stress tolerance, and attention to detail in a fast-paced environment

📝 Enhancement Note: This role requires a customer service-oriented individual with excellent communication skills and the ability to thrive in a dynamic, multitasking environment. Familiarity with customer support and additional language skills are a plus.

💻 Primary Responsibilities

Monitor and assist in Live Chat and ticketing systems: Provide real-time support and address client and end-user inquiries efficiently and effectively
Perform technical investigations: Diagnose and troubleshoot technical issues, gathering relevant information to resolve problems
Identify and escalate priority issues: Recognize and prioritize critical cases, collaborating with internal teams to ensure timely resolution
Coordinating case resolution: Work closely with internal teams to manage and resolve complex cases, maintaining open lines of communication with clients and end-users
Multitasking according to daily priorities: Balance multiple tasks and responsibilities, ensuring all cases are addressed promptly and accurately
Resolve requests received from clients and end-users: Provide tailored solutions and assistance, aiming to exceed client expectations and ensure high customer satisfaction

🎓 Skills & Qualifications

Education: Relevant education or training in customer service, hospitality, or a related field

Experience: Proven experience in customer support is recommendable but not required

Required Skills:

Excellent customer service orientation and communication skills
Experience in providing customer support service (recommendable)
Excellent English skills (C1) and excellent Italian skills (both spoken and written)
Good time management skills
Stress tolerance and attention to detail
High level of self-confidence and ability to make decisions independently
Any additional language (Turkish, German, Dutch) will be a huge advantage

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. According to Glassdoor, the average salary for a Customer Support Agent in Malta is around €20,000 - €25,000 per year. However, this may vary depending on the candidate's experience and skills.

Benefits: All your information will be kept confidential according to EEO guidelines.

Working Hours: Full-time position, with specific working hours to be determined based on the company's operational needs.

🎯 Team & Company Context

🏢 Company Culture

Industry: Evolution Gaming is the world's leading provider of video-streamed Live Casino solutions, delivering world-class, 'as real as it gets' live dealer gaming to its licensees, which include many of the world's best-known gaming brands.

Company Size: Evolution Gaming has live broadcast operations and offices across twelve locations, providing a creative, engaging, and enthusiastic work environment.

Founded: Evolution Gaming was founded in 2006 and has since grown to become a leading provider in the live casino gaming industry.

Team Structure: The customer support team works closely with internal teams to coordinate case resolution and maintain high service standards. The team is customer-focused and dedicated to providing exceptional support to Evolution Gaming's clients and end-users.

Development Methodology: Not applicable for this role, as it focuses on customer support rather than web development or infrastructure.

Company Website: https://www.evolution.com/

📝 Enhancement Note: Evolution Gaming's company culture emphasizes customer service, teamwork, and continuous improvement. The company's success is driven by its people, who work together to provide world-class live casino gaming experiences.

📈 Career & Growth Analysis

Customer Support Agent Career Level: This role is an entry-level to 2-year position, focusing on providing exceptional customer support and troubleshooting technical issues.

Reporting Structure: The Customer Support Agent will report directly to the Customer Support Manager or a similar role within the customer support team.

Technical Impact: The Customer Support Agent will have a direct impact on customer satisfaction and the overall success of Evolution Gaming's live casino products by ensuring that clients and end-users receive timely and effective support.

Growth Opportunities:

Promotion to Senior Customer Support Agent: With experience and strong performance, agents may advance to a senior role, taking on more complex cases and mentoring new team members.
Transition to other customer support or internal teams: As agents gain experience and develop new skills, they may explore opportunities within other customer support teams or internal departments, such as account management or product development.

📝 Enhancement Note: Evolution Gaming offers career growth opportunities for dedicated and hardworking customer support agents. By demonstrating strong performance and a commitment to customer service, agents can advance their careers within the company.

🌐 Work Environment

Office Type: Evolution Gaming's office in San Ġiljan, Malta, provides a modern and collaborative work environment, fostering teamwork and creativity among its employees.

Office Location(s): San Ġiljan, Malta

Workspace Context:

Collaborative workspace: The customer support team works closely together, sharing knowledge and resources to ensure that clients and end-users receive the best possible support.
Multilingual environment: Evolution Gaming supports a diverse range of languages, allowing customer support agents to connect with clients and end-users from various backgrounds.
State-of-the-art technology: The customer support team utilizes cutting-edge tools and software to provide efficient and effective support to Evolution Gaming's clients and end-users.

Work Schedule: Full-time position, with specific working hours to be determined based on the company's operational needs. The work schedule may include shifts, weekends, and holidays, as customer support is required around the clock.

📝 Enhancement Note: Evolution Gaming's work environment encourages collaboration, continuous learning, and a customer-centric approach. The company's state-of-the-art technology and diverse language support enable customer support agents to provide exceptional service to a global client base.

📄 Application & Technical Interview Process

Interview Process:

Initial screening: A brief phone or video call to assess the candidate's communication skills, language proficiency, and overall fit for the role.
Technical assessment: A practical exercise or case study to evaluate the candidate's problem-solving skills, attention to detail, and ability to handle customer inquiries.
Final interview: A face-to-face or video interview with the hiring manager or a member of the customer support team to discuss the candidate's experience, skills, and cultural fit.

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation (N/A for this role)

ATS Keywords: Customer Service, Support, Communication, English, Italian, Troubleshooting, Multitasking, Stress Tolerance, Attention to Detail, Decision Making, Case Resolution, Client Management, End-User Support

📝 Enhancement Note: Evolution Gaming's interview process focuses on assessing the candidate's communication skills, language proficiency, and problem-solving abilities. By demonstrating strong customer service orientation and a commitment to excellence, candidates can successfully navigate the interview process and secure a position as a Customer Support Agent.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-centric approach: Prioritize customer satisfaction and strive to exceed client expectations in every interaction.
Proactive communication: Maintain open lines of communication with clients and end-users, keeping them informed and engaged throughout the support process.
Continuous improvement: Regularly seek feedback and identify opportunities to enhance the customer support experience.
Teamwork: Collaborate with internal teams to coordinate case resolution and maintain high service standards.
Adaptability: Remain flexible and responsive to the evolving needs of clients and end-users, adjusting support strategies as needed.

Collaboration Style:

Cross-functional integration: Work closely with internal teams, such as product development, account management, and technical support, to coordinate case resolution and maintain high service standards.
Code review culture: Not applicable for this role, as it focuses on customer support rather than web development or infrastructure.
Knowledge sharing: Share best practices, tips, and tricks with team members to enhance the overall customer support experience.

📝 Enhancement Note: Evolution Gaming's customer support team values a customer-centric approach, proactive communication, and continuous improvement. By fostering a collaborative and adaptable work environment, the company ensures that its clients and end-users receive exceptional support and service.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High volume of inquiries: Manage a high volume of customer inquiries, maintaining efficiency and accuracy while balancing multiple tasks.
Complex technical issues: Troubleshoot and resolve complex technical issues, requiring strong problem-solving skills and attention to detail.
Language barriers: Communicate effectively with clients and end-users from diverse linguistic backgrounds, utilizing language support tools and resources as needed.

Learning & Development Opportunities:

Language training: Enhance language skills through in-house training programs and external courses, enabling agents to support an even broader range of clients and end-users.
Product training: Stay up-to-date with the latest Evolution Gaming products and features, ensuring that agents can provide accurate and informed support to clients and end-users.
Soft skills development: Develop and refine soft skills, such as communication, active listening, and customer service, through workshops, webinars, and on-the-job training.

📝 Enhancement Note: Evolution Gaming's customer support agents face technical challenges such as high inquiry volumes and complex technical issues. By embracing these challenges and seeking opportunities for learning and development, agents can grow both personally and professionally within the company.

💡 Interview Preparation

Technical Questions:

Customer service scenarios: Describe a challenging customer service scenario you've faced in the past and how you handled it. What was the outcome, and what did you learn from the experience?
Language proficiency: Demonstrate your English and Italian language skills through conversation, role-play, or written exercises.
Problem-solving: Explain how you would approach troubleshooting a complex technical issue, step by step, using a real-life example or hypothetical scenario.

Company & Culture Questions:

Customer support philosophy: How do you define exceptional customer support, and what steps do you take to ensure that you consistently deliver high-quality service?
Teamwork: Describe a time when you worked collaboratively with a team to achieve a common goal. What was your role, and what was the outcome?
Adaptability: Share an example of a time when you had to adapt to a significant change or challenge in your work environment. How did you handle the situation, and what was the result?

Portfolio Presentation Strategy (N/A for this role)

📝 Enhancement Note: Evolution Gaming's interview process focuses on assessing the candidate's communication skills, language proficiency, problem-solving abilities, and cultural fit. By preparing for technical and company-specific questions, candidates can effectively demonstrate their qualifications and secure a position as a Customer Support Agent.

📌 Application Steps

To apply for this Customer Support Agent (Italian Speaking) position at Evolution Gaming:

Submit your application through the application link provided on the job listing.
Prepare for the initial screening by practicing your communication skills and familiarizing yourself with common customer service scenarios.
Research Evolution Gaming's products, services, and company culture to demonstrate your enthusiasm and understanding of the role.
Prepare for the technical assessment by reviewing common customer support challenges and practicing problem-solving techniques.
Attend the final interview with confidence, showcasing your customer service orientation, language skills, and commitment to excellence.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Agent Italian Speaking