Partner Support

We are looking for a Partner Support to assist our partners with support requests and technical problems when using our platform. 

As Partner Support, you’ll be at the frontline of our relationships with partners, solving problems, answering questions, and empowering users to make the most of our platform. You’ll play a key role in delivering fast, thoughtful, and accurate support and contribute to shaping the best relationship service in the industry. 

Your mission is to deliver world-class first-line support, consistently hitting our benchmarks of 90% First Contact Resolution (FCR), 95% Customer Satisfaction (CSAT) & 80+ Net Promoter Score (NPS).

Your responsibilities as a Partner Support at Fast Track would include:

• Respond to partner queries in a timely and accurate way, via our helpdesk (Intercom), live chat, and other channels, exhibiting high levels of attention to detail.

• Troubleshoot product issues and technical queries with speed and clarity.

• 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.

• Guide users through features and best practices to ensure platform adoption and satisfaction. 

• Escalate complex issues to the relevant internal teams, ensuring smooth handovers and follow-ups.

• 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.

• Update internal platforms or tools with information about technical issues and useful discussions with partners.

• Work closely with other departments to ensure top-quality support services.

• Gather customer feedback and share it with relevant teams.

• Function as an expert on all of the product's features and provide assistance with business case needs.

• Work closely with development and other tech teams and suggest improvements

• Encourage and facilitate knowledge sharing between departments.
  

• Have experience working within an iGaming environment, ideally in software support or other support  roles, or equivalent

• Familiarity with the iGaming industry and an understanding of how CRM works

• Experience using help desk software and remote support tools

• Strong stakeholder management and customer relationship management skills, with the ability to understand and address customer needs, and build strong, positive relationships with Fast Track’s partners.

• 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

• Experience with classifying and prioritising issues based on urgency and complexity 

• Tech-savvy - you have the necessary technology skill and experience needed to perform the role and 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
  

Nice to have:

• Fluency in additional languages

• Familiarity with Intercom

• Planning and organisational skills

• Technical 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®️

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.

Perks and Benefits of Working at Fast Track in Sliema, Malta

• Great Place to Work® Certified – Officially recognised for our commitment to building an engaging, high-trust culture.

• Collaborative Onsite Work Environment – Be part of a dynamic, innovation-driven team in an open, inspiring workspace.

• Best office on the Island - Work in Sliema with an amazing terrace and sea view

• Be part of our yearly Growth Summit – Join our global team for an inspiring event to connect, collaborate, and celebrate together.

• Parking - Enjoy hassle-free commuting with complimentary parking

• Wellbeing Benefit – We sponsor your well-being activities such as gym memberships or fitness classes to support your health, and feel free to join our internal fitness communities, including (Yoga, Football Padel, and Running)

• Private Health Insurance – Comprehensive coverage for you through Atlas.

• Mental Wellbeing – 24/7 access to mental health support, to support your mental wellbeing needs.

• Top-of-the-line Equipment – Best-in-class MacBooks and all the tools you need to excel.

• Breakfast Every Day – Start your morning with a complimentary, healthy breakfast at the office.

• Mobile Plan - We cover your mobile plan

• Fast Track discounts - Get different discounts from nearby shops and restaurants