Partner Support

We are set on finding an experienced Partner Support to join our team onsite in Malta!

We are looking for a Partner Support to assist our partners with support requests and technical problems when using our platform. Partner Support responsibilities include resolving queries, recommending solutions, and guiding end-users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our partner's trust by delivering world-class first-line support. The vision is to achieve and maintain an 80 NPS approval rating, by delivering the best relationship and commercial service in the industry.

As Partner Support at Fast Track you will:

• Respond to partner queries in a timely and accurate way, via, chat, email and/or phone, exhibiting high levels of attention to detail.
• Ensures partner issues are followed up and resolved in a timely manner according to service level agreements.
• Provide exceptional quality and have excellent customer service skills and focus.
• Analyse and report issues and bugs (for example, by troubleshooting and testing different scenarios).
• Identify training needs and gaps in knowledge by partner assessment and inform relevant teams.
• Identify partner needs and help end-users maximise the value of specific features, aligned with their goals and The Fast Track Pathway position.
• Update internal platforms or tools with information about technical issues and useful discussions with partners.
• Guide partners with support and information about new features and functionalities.
• Work closely with other departments to ensure top-quality support services.
• Assist in the production of supporting material for our Partner Management team to use when working with partners.
• Create and maintain knowledge base articles, policies and procedures.
• Gather customer feedback and share it with relevant teams.
• Function as a Product Expert and provide assistance with business case needs.
• Assist and support the Partner Managers with partner meetings, capturing meeting notes, tasks and other admin-related duties.
• Work closely with development and other tech teams and suggest improvements
• Encourage and facilitate knowledge sharing between departments.

Additional Duties:

• Manage and maintain a holistic overview of all partners
• Identify and raise potential relationship issues which may lead to churn
• Work closely with relevant departments to assure partner satisfaction

• Must have strong customer or technical support experience
• Familiarity with the iGaming industry and an understanding of how CRM works (Customer Support profiles welcome)
• Experience using help desk software and remote support tools
• Excellent command of verbal and written English
• Strong communication and interpersonal skills
• Team player and capable of working independently and using initiative to troubleshoot issues
• Self-motivated and has good attention to detail
• Ability to work in a fast-paced work environment
• Experience diagnosing and resolving customer requests/issues
• Enjoy problem-solving and providing solutions
• Tech-savvy - you have the necessary technology skill and experience needed to perform the role. You are well-informed about modern technology and have a curiosity and understanding to stay agile and open to new technological and disruptive developments and advancements
• iGaming industry experience, preferably in B2B and B2C companies (Preferable but not essential)

Additional Requirements (not essential):

• Additional languages would be an advantage
• Have a flair for writing
• Planning and organisational skills
• Technical query support experience
• Ability/willingness to work shift patterns when required

Working at Fast Track

Fast Track is a disruptive technology company, recognised as the iGaming industry CRM leader. Fast Track provides a new way of working, enabling teams to focus on innovation and growth. We are a tight unit with a strong culture and our leadership in tech and the product has attracted high-performance individuals. Fast Track works with hundreds of companies worldwide, with offices in Malta, Sweden, Spain, and the United States, and has been certified as a Great Place To Work™ for the second consecutive year.

Applicants from abroad
Relocation program included (if required); we pay for your flights for you and your family, shipping, and accommodation for the first 2 weeks.

Benefits for Fast Track employees

• Work in a company certified as a Great Place To Work™
• We have the best office on the Island with an amazing terrace and sea view
• We serve free breakfast for all employees every morning
• Wellbeing benefit, we pay for your gym membership/classes
• We pay for your mobile plan
• Free snacks, fruits, and soft drinks at the office
• Private health insurance for you and your family
• And of course, best-in-class equipment - we provide great Macbooks