• Job Application - Business Intelligence Analyst & Report Writer Published Date: 2021-08-25

    A fantastic opportunity to join a growing team for one of the world’s leading online betting & casino companies. Pinnacle was founded in 1998 and we offer bettors the best odds, highest limits and a winner welcome policy. We are an award-winning, global company looking for a talented high performer Business Intelligence Analyst & Report Writer

     

    Job Description

    Job Title: Business Intelligence Analyst & Report Writer
    Direct Report:
    Business Intelligence Manager
    Location: London

     

    About the role:

    As a Business Intelligence Analyst & Report Writer, you will be responsible primarily for weekly, monthly and ad hoc reporting for the business, with reporting shared to all levels of the business, including board level. You will be responsible for all aspects of report creation – from acquiring the data, analysis, presentation and summary of the data and relevant findings. In addition to the summary, you should be able to provide recommendations on next steps for the business as appropriate.

     

    Essential Job Functions / Main Duties & Responsibilities

    • Understand the data that is available internally, and how to make use of that data
    • Understand how data inter-relates throughout various departments and processes
    • Ability to access, pull and analyze data with the available tools (i.e. R, SQL, excel, etc.)
    • Ability to interpret the data from a variety of sources to understand how the business is performing
    • Gather external data and customer feedback, and analyze this to understand the customer experience
    • Write commentary and recommendations as necessary based on the analysis of the above mentioned data. Preferred format is a PowerPoint report
    • Communicate with teams as necessary to share any findings and recommendations
    • Provide ad hoc analysis of data as necessary and requested either from within this team or other teams
    • Identify opportunities for increased automation and efficiency through technical solution
    • Evaluate outside market versus clients to determine where to invest resources in order to maximize competitiveness for our clients
    • Help department managers with projections and other basic modelling tasks, such as projecting profits, system load, line changes, number of sign ups, etc
    • Identify cost saving opportunities across the business
    • Carry out analyses to determine successfulness of promotions and sponsorships run by various departments
    • Study other companies in the industry if possible
    • Responsibilities may change as business needs dictate

     

    Skills & Qualifications

    • Industry experience
    • At a minimum, a degree in a quantitative background such as Mathematics/Statistics, Finance, Economics, Engineering etc
    • Strong analytical, conceptual, and problem-solving abilities with attention to detail
    • Ability to multi-task and manage multiple assignments in a fast-paced environment
    • Excellent written and oral communication skills. Fluency in written and spoken English
    • Ability to communicate with executive level audience/stakeholders
    • Initiative to work independently, but also able to work effectively with team members in different locations
    • Flexibility and adaptability to business requirements and priority changes
    • Excellent organizational skills
    • Ability to work with remote teams working from different time zones

     

    Knowledge & Experience

    • 2+ years of experience in data science or market research related field
    • Understanding of Tableau or similar analytics product
    • Experience using R Studio, SQL and SQL Server
    • Expertise with Microsoft Office suite

     

  • Job Application - Casino Coordinator Published Date: 2021-08-20

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a Casino Coordinator.

    Job Description

    Job Title: Casino Coordinator
    Direct Report: Head of Casino & Games


    Job Purpose:

    To assist Head of Casino & Games with day-to-day operations.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Liaise with CSD department regarding any customer casino related queries
    • Assist with casino related project delivery by working with internal and external stakeholders, including projects with third party providers, setting up status meetings, managing the documentation, document/report the progress of casino related projects for internal casino team purposes, liaising with internal departments in regards to all casino related projects, ensuring relevant project stakeholders are engaged appropriately, managing changes in scope and priorities in an effective and controlled manner
    • Oversee, plan and execute casino related user acceptance tests
    • Liaise with third party risk management teams for any suspicious activity escalations and handling
    • Liaise with Fraud team for casino related fraud investigations
    • Add and remove games from the company’s websites
    • Test functionality of the site and ensure games are working appropriately
    • Assist Head of Department in day-to-day operations
    • Willing to work weekends, if required

     

    Skills & Qualifications:

    • Ability to recognize player activities that are either beneficial or detrimental to the business
    • Excellent eye for detail and decision-making skills
    • Ability to analyse and interpret volume of data and establish trends
    • Excellent command of English
    • Ability to multitask and work in a fast-paced environment
    • Performance driven and a strong team player

     

    Knowledge & Experience:

    • Minimum of 2 years relevant work experience in online gaming industry
    • Preferably with 1 year and up experience in online gaming risk and fraud management field
    • Understanding of different types of online casino games and bonuses
    • Basic knowledge of internet navigations and operations
    • Bachelor’s degree is preferable but not mandatory
  • Job Application - Casino Product Manager Published Date: 2021-08-25

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a: Casino Product Manager 

     

    Job Description

     

    Job Title:           Casino Product Manager


    Direct Report:   Head of Product Management

     

    Location:            Remote 

     


    Job Purpose:

    The Casino Product Manager is a critical role, responsible for ensuring that Pinnacle’s market-leading Casino betting product remains competitive in an ever-changing landscape and that our Casino customer experience is second-to-none. This role will ensure that we are making continuous improvements and enhancements to the product in a manner that is aligned with both customer expectations and the commercial objectives of the business. It will support the Head of Casino & Games in maintaining and enhancing Pinnacle’s range of B2C and B2B Casino products, also acting as a conduit between the Head of Casino and Games and our IT Development teams.
    The Casino Product Manager is expected to be a deep subject matter expert on online Casino betting, have an advanced understanding of betting product requirements in local markets, and self-identify as a bettor in order to see through the eyes of the customer. The role must also have proven background and experience in supporting the creation and executing the product roadmap using suitable Product and IT delivery frameworks.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Work closely with the Head of Casino & Games to define their Product Roadmap and priorities for the Casino betting product across all B2C & B2B desktop and mobile websites, and ensure alignment with the Broader Group Product Roadmap.
    • Support the Head of Casino & Games in the identification of cross-sell opportunities and product features in conjunction with the Sportsbook and Marketing teams, and collaborate with them to integrate them into their respective roadmaps.
    • Support the Head of Casino & Games in the definition, tracking, and measurement of KPI’s to quantify the business impact of the roadmap.
    • Understand the capabilities (and limitations) of integrated Casino platforms, and stay abreast of industry and supplier developments to ensure that Pinnacle becomes and remains an industry leading provider of Casino betting products.
    • Champion an AGILE development culture and high cadence iterative development sprint cycles; fundamental experience and understanding of the AGILE team roles and ceremonies
    • Work closely with the Website Product Manager and UX/UI team to ensure that Casino products are displayed on websites in an intuitive, customer-friendly manner.
    • Help drive idea generation for innovations that leverage Pinnacle’s USP to create added value for customers and ROI to the business.
    • Work closely with regulatory, risk and compliance teams to ensure Product compliance with all localized regulations, and preparedness for future regulatory changes
    • Manage product development backlog, and communicate to ensure key stakeholders are informed on prioritization and progress.
    • Maintain a deep understanding at a granular level of key competitors’ Casino products, including how those products are being positioned and marketed to customers.
    • Continuously follow gaming industry trends and innovations to help ensure that our Casino products are both competitive and compelling in the key markets we operate.
    • Ensure that all details of product enhancements are communicated to stakeholder groups, and provide demos, training materials, and resources to support this as needed.
    • Anticipate impact on the customer experience from changes made within the Casino product, and proactively develop solutions with the Head of Casino & Games to avoid website or customer issues.
    • Work with the Customer Experience team to elicit feedback from customers and external sources to identify areas of improvement in the delivery of customer facing products.
    • Strong analytical skills and ability to make recommendations using a combination of quantitative data and qualitative opinions.
    • Exceptional collaboration skills and ability to influence cross-functional teams to deliver results.
    • Excellent interpersonal and communication skills for presentations, development and production of written materials, and to effectively communicate with business partners and internal clients.
    • Creative and analytical, able to conceptualize new ideas, research new ideas and evaluate them objectively.
    • Enthusiastic, performance-driven self-starter and team player.
    • Proven project management skills, including how to plan, set and manage to reasonable timelines, while delivering projects that align with the business strategy.

     

    Skills & Qualifications:

    • Strong collaboration skills and ability to influence a cross-functional team to deliver results.
    • Excellent interpersonal and communication skills for presentations, development and production of written materials, and to effectively communicate with business partners and internal clients
    • Creative and analytical, able to conceptualize new ideas, research new ideas and evaluate them objectively
    • Enthusiastic, performance-driven self-starter and team player
    • AGILE foundation and practitioner qualifications and demonstrable experience will be a considerable advantage
    • Strong analytical skills and ability to make recommendations/decisions using a combination of quantitative data and qualitative opinions

     

    Knowledge & Experience:

    • 5+ years’ experience in operational roles directly related to the Casino betting vertical.
    • 3+ years’ experience in Product roles.
    • Deep understanding of sports and Casino betting customers, and their needs, wants and expectations.
    • Knowledge about sports and Casino and passion for sports betting is essential.
    • Proven ability to manage multiple projects in parallel and deliver on time and budget.
    • Experience managing multiple functional teams and their performance.
    • Experience with software product development methodologies, including Waterfall and Agile (e.g. Scrum).
    • Bachelor’s degree in a related discipline.
  • Job Application - Compliance Officer Published Date: 2021-08-20

     

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a: Compliance Officer 

      

    Job Title: Compliance Officer

    Direct Report: Compliance Manager

    Location: London

     

    Job Purpose:

    You will provide administrative and other support to the Compliance Manager in order to ensure that the compliance and regulatory obligations of the business are adhered to in the jurisdictions in which they operate.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • To monitor regulatory updates and guidance and ensure that any required actions are communicated to the Compliance Manager.
    • Provide support in carrying out internal compliance and monitoring reviews and audits to test that existing compliance efforts are fit for purpose across all markets in which the company operates.
    • Support the Compliance Manager in ensuring that internal policies are up to date, and adhere to the required rules and regulations in which the business operates.
    • Assists the Compliance Manager with documentation discovery research/delivery requests for internal audits and regulatory audits/examinations.
    • Managing and follow up on actions from Compliance related meetings with stakeholders.
    • Support the Compliance Manager with all regulatory and other reporting requirements for the business.
    • Update and maintain a Regulatory Repository of guidance material, updates and industry news.
    • Assist the Compliance Manager with implementing compliance related projects.
    • Assist in the preparation of compliance advisory training for the company.
    • Provide support to the legal and compliance team in compiling license applications.
    • Complete ad hoc compliance related tasks as requested and under the guidance of the Compliance Manager.
    • Any other ad hoc support as requested by the Compliance Manager.

     

    Skills, Knowledge & Experience:

    • A minimum of 4 years’ experience in the online gambling industry.
    • A knowledge and awareness of online gambling and its regulatory landscape is essential.
    • Experience of working within a compliance or audit environment.
    • Strong communication and stakeholder management skills with evidence of working with clients and stakeholders at all levels.
    • Demonstrable experience of regulatory reporting and monitoring processes.
    • Ability to compose materials such as detailed reports, work-related manuals.
    • Ability to understand complex problems, and to collaborate and explore alternative solutions.
    • Effective organization and analytical skills, with strong attention to detail.
    • Ability to work in a fast-paced environment on large and small projects, with changing priorities.
    • Ability to work on own initiative with minimal supervision and manage workloads in accordance with strict timelines.
    • Good attention to detail and a logical approach to problem solving.

     

  • Job Application - Country Manager - Japan Published Date: 2021-08-12

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a: Country Manager - Japan 

     

    Job Description

     

    Job Title:                      Country Manager, Japan


    Directly reporting to:  CMO

     

    Job Purpose:


    At Pinnacle, we pride ourselves on our industry-leading USPs, and in this hugely exciting role, your mission is to leverage our unique brand proposition in order to build our B2C footprint in Japan. This role will serve as a driving force behind the growth, ROI and scalability of Pinnacle’s local marketing programme, and the successful candidate will welcome working in a lean, performance-driven environment while maintaining a strong sense of team, collaboration and imagination.
    A senior position that comes with strategic oversight, P&L ownership and operational responsibility, the Country Manager will be highly engaged in the company’s long-term roadmap for this market, but meanwhile agile enough to act on fresh opportunities on the fly.

     

    Main Duties & Responsibilities:

     

    • Ownership of the acquisition marketing strategy and business performance for Japan, across core product verticals: sportsbook, casino and esports.
    • Deliver the agreed customer acquisition target KPIs
    • Define detailed marketing plans to target the Japanese market
    • Drive the product and content localisation to ensure suitability for the local marketplace
    • Develop and execute the campaign plan and player communication including campaign briefing, helping to define customer target segments, brainstorming with writers and designers, signing off assets and marketing material.
    • P&L owner for Japan.
    • Constant monitoring and evaluation of campaigns in order to ensure they’re compliant, efficient and generating ROI
    • Communicate as needed to key departments within the business - Customer Service, Affiliate Marketing, Content, Design, Product and Payments departments
    • Keep up-to-date with market and industry knowledge. Ensure all relevant regulations and relationships with third parties are maintained.
    • Regular communication and reporting business performance against target KPIs
    • Work closely with the Business Intelligence function to analyse business performance.

     

    Skills & Experience:

    • A minimum of 5+ years’ experience in a related marketing role.
    • A minimum 3+ years’ track record of working in Betting within Japan specifically.
    • Excellent communication skills in English and Japanese.
    • Budget-management proficiency.
    • Analytical skills to assess existing deals and forecast and identify trends.
    • Strong presentation skills and ability to convey strategic plans across different levels of the organization.
    • Experience representing a well-established brand.
  • Job Application - CRM Coordinator Published Date: 2021-06-24

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a CRM Coordinator.

     

    Job Description

     

    Job Title: CRM Coordinator
    Direct Report: Head of Customer Engagement
    Location: Malta

     

    Job Purpose:

    The CRM Coordinator will assist the CRM Manager with all aspects of customer facing communications for Pinnacle. The ideal candidate will work with the CRM Manager to explore new opportunities for Pinnacle to better know their audience. The CRM Coordinator will demonstrate experience of all aspects of email marketing, from production, distribution and coordination – as well as appreciation of best practice for design and delivery.
    The main KPI is to ensure that the information stored on the CRM is relevant, clean, reliable and accurate, therefore enabling Pinnacle to communicate easily and effectively with existing and
    prospective customers/clients.
    The CRM Coordinator will be the internal advocate of the CRM.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Building and maintaining the current CRM calendar, keeping a track on all communications
    • Testing, sending and scheduling email campaigns to our customer/client database using appropriate systems in place
    • Building distribution lists based on stakeholder requirement
    • Will take full ownership of end to end campaigns from conception to execution and analysis
    • Maintaining the structure and organization of templates, queries and reporting, being confident to report back on performance and adhering at all times to our tone of voice.
    • Building and maintaining programs
    • Importing/Exporting translation requests
    • Liaising with relevant teams such as content and design to ensure the smooth running of campaigns

     

    Working in Coordination with:

    • Coordinating with Content and Design teams to request text and images
    • Coordinating with Casino Manager to support Casino CRM
    • Coordinating with Localisation to request and processing email translations
    • Coordinating with BI to develop reporting requirements

     

    Knowledge, including Qualifications:

    • 1 years+ CRM experience
    • Knowledge of HTML editing skills
    • Experienced ESP user, ideally Salesforce Marketing Cloud
    • Proven to have a data driven approach and experience with reporting tools
    • Excellent skills in Microsoft Excel
    • Proven experience in campaign creation and execution
    • Proven experience in player segmentation and targeting

     

    Skills:

    • Confident using MS Office applications, such as Excel and Word
    • Experienced with mass email marketing systems ideally Salesforce Marketing Cloud
    • Understanding of the best practice for email content production and design
    • Knowledge of email rendering by major clients and devices
    • Knowledgeable of a wide range of iGaming verticals such as Casino, Sportsbook and VIP
    • Familiar with betting terminology, and betting psyche

     

    Aptitude & Personal Qualities:

    • Passionate about CRM
    • A detail-orientated mind
    • Data driven
    • Great communicator
    • Ability to learn new things quickly
  • Job Application - Customer Service Representative - Italian/English Published Date: 2021-05-24

     

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a Customer Service Representative - Italian/English. 

    Job Description

    Job Title: Customer Service Representative - Italian/English
    Direct Report: Customer Service Team Manager or Customer Service Team Lead
    Location: Malta

     

    Job Purpose:
    To handle customer communication on behalf of the Pinnacle Group, researching and resolving customer issues, using available tools and interdepartmental support. Problem solving, administering the customer’s account.

     

    Essential Job Functions / Main Duties & Responsibilities:
    • Answer and support customer facing communication in required languages, and translate emails, website information and any other matter as requested.
    • Research solutions to customer issues
    • Interact with various department to resolve customer issues
    • Use available tools and information resources to resolve problems
    • Use a comprehensive knowledge of the Pinnacle Group website to investigate and resolve issues
    • Escalate unresolved problems in accordance with establish policy procedures and protocols
    • Administer client account management including updating notes in accounts
    • Research transaction discrepancies and take appropriate action
    • Monitoring of customer activity, including assisting in the identification of fraudulent activity or abuse
    • Amending / adjusting transactions in customer accounts when necessary or instructed
    • Maintain professionalism and adhere to company standards during all interactions
    • Assistance with special Customer Services projects
    • Other tasks and duties as assigned

     

    Skills & Qualifications:
    • Ability to think critically and draw from experience to make decisions
    • Computer literacy
    • Care in dealing with sensitive information
    • Ability to understand both written and oral instructions in English
    • Ability to write, read and speak in the required languages
    • Ability to deal with ambiguity and identify customer’s needs
    • The ability to organize and manage multiple priorities
    • Ability to independently research solutions and solve problems
    • Strong customer orientation
    • Excellent interpersonal and communication skills
    • Performance driven and a strong team player
    • Fluent and advanced skills both oral and in specialized languages would be an asset
    • High school diploma required
    • Flexible and has the ability to quickly adjust to frequent process and information changes

     

    Knowledge & Experience:
    • Minimum of 3 years in a position with relevant experience would be an asset
    • Knowledge of Sportsbook industry would be an asset
    • Basic office skills including knowledge of Microsoft Word and Excel
     

  • Job Application - Customer Service Representative - Japanese/English Published Date: 2021-03-03

     

     

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a Customer Services Representative - Japanese.

    Job Description

     

    Job Title: Customer Service Representative - Japanese/English
    Direct Report: Customer Service Team Manager or Customer Service Team Lead
    Location: Curacao or Malta


    Job Purpose:

    To handle customer communication on behalf of the Pinnacle Group, researching and resolving customer issues, using available tools and interdepartmental support. Problem solving, administering the customer’s account.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Answer and support customer facing communication in required languages, and translate emails, website information and any other matter as requested
    • Research solutions to customer issues
    • Interact with various department to resolve customer issues
    • Use available tools and information resources to resolve problems
    • Use a comprehensive knowledge of the Pinnacle Group website to investigate and resolve issues
    • Escalate unresolved problems in accordance with establish policy procedures and protocols
    • Administer client account management including updating notes in accounts
    • Research transaction discrepancies and take appropriate action
    • Monitoring of customer activity, including assisting in the identification of fraudulent activity or abuse
    • Amending / adjusting transactions in customer accounts when necessary or instructed
    • Maintain professionalism and adhere to company standards during all interactions
    • Assistance with special Customer Services projects
    • Other tasks and duties as assigned

     

    Skills & Qualifications:

    • Ability to think critically and draw from experience to make decisions
    • Computer literacy
    • Care in dealing with sensitive information
    • Ability to understand both written and oral instructions in English and Japanese 
    • Ability to write, read and speak in the required languages
    • Ability to deal with ambiguity and identify customer’s needs
    • The ability to organize and manage multiple priorities
    • Ability to independently research solutions and solve problems
    • Strong customer orientation
    • Excellent interpersonal and communication skills
    • Performance driven and a strong team player
    • Fluent and advanced skills both oral and in specialized languages would be an asset
    • High school diploma required
    • Flexible and has the ability to quickly adjust to frequent process and information changes

     

    Knowledge & Experience:

    • Minimum of 3 years in a position with relevant experience would be an asset
    • Knowledge of Sportsbook industry would be an asset
    • Basic office skills including knowledge of Microsoft Word and Excel

     

  • Job Application - Customer Service Representative - Mandarin Published Date: 2021-07-13

     

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a Customer Services Representative - Mandarin

    Job Description

    Job Title: Customer Services Representative - Mandarin
    Direct Report: Customer Services Team Manager or Customer Services Team Lead

    Location: Remote 

     

    Job Purpose:
    To handle customer communication on behalf of the Pinnacle Group, researching and resolving customer issues, using available tools and interdepartmental support. Problem solving, administering the customer’s account.

     

    Essential Job Functions / Main Duties & Responsibilities:
    • Answer and support customer facing communication in required languages, and translate emails, website information and any other matter as requested.
    • Research solutions to customer issues
    • Interact with various department to resolve customer issues
    • Use available tools and information resources to resolve problems
    • Use a comprehensive knowledge of the Pinnacle Group website to investigate and resolve issues
    • Escalate unresolved problems in accordance with establish policy procedures and protocols
    • Administer client account management including updating notes in accounts
    • Research transaction discrepancies and take appropriate action
    • Monitoring of customer activity, including assisting in the identification of fraudulent activity or abuse
    • Amending / adjusting transactions in customer accounts when necessary or instructed
    • Maintain professionalism and adhere to company standards during all interactions
    • Assistance with special Customer Services projects
    • Other tasks and duties as assigned

     

    Skills & Qualifications:
    • Ability to think critically and draw from experience to make decisions
    • Computer literacy
    • Care in dealing with sensitive information
    • Ability to understand both written and oral instructions in English
    • Ability to write, read and speak in the required languages
    • Ability to deal with ambiguity and identify customer’s needs
    • The ability to organize and manage multiple priorities
    • Ability to independently research solutions and solve problems
    • Strong customer orientation
    • Excellent interpersonal and communication skills
    • Performance driven and a strong team player
    • Fluent and advanced skills both oral and in specialized languages would be an asset
    • High school diploma required
    • Flexible and has the ability to quickly adjust to frequent process and information changes

     

    Knowledge & Experience:
    • Minimum of 3 years in a position with relevant experience would be an asset
    • Knowledge of Sportsbook industry would be an asset
    • Basic office skills including knowledge of Microsoft Word and Excel
     

  • Job Application - Customer Service Representative - Portuguese/English Published Date: 2021-08-12

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a Customer Service Representative - Portuguese/English. 

     

    Job Description

     

    Job Title:            Customer Service Representative - Portuguese/English


    Direct Report:    Customer Service Team Manager or Customer Service Team Lead


    Job Purpose:

    To handle customer communication on behalf of the Pinnacle Group, researching and resolving customer issues, using available tools and interdepartmental support. Problem solving, administering the customer’s account.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Answer and support customer facing communication in required languages, and translate emails, website information and any other matter as requested
    • Research solutions to customer issues
    • Interact with various department to resolve customer issues
    • Use available tools and information resources to resolve problems  Use a comprehensive knowledge of the Pinnacle Group website to investigate and resolve issues
    • Escalate unresolved problems in accordance with establish policy procedures and protocols
    • Administer client account management including updating notes in accounts
    • Research transaction discrepancies and take appropriate action
    • Monitoring of customer activity, including assisting in the identification of fraudulent activity or abuse
    • Amending / adjusting transactions in customer accounts when necessary or instructed
    • Maintain professionalism and adhere to company standards during all interactions
    • Assistance with special Customer Services projects
    • Other tasks and duties as assigned

     

    Skills & Qualifications:

    • Ability to think critically and draw from experience to make decisions
    • Computer literacy
    • Care in dealing with sensitive information
    • Ability to understand both written and oral instructions in English
    • Ability to write, read and speak in the required languages
    • Ability to deal with ambiguity and identify customer’s needs
    • The ability to organize and manage multiple priorities
    • Ability to independently research solutions and solve problems
    • Strong customer orientation
    • Excellent interpersonal and communication skills
    • Performance driven and a strong team player
    • Fluent and advanced skills both oral and in specialized languages would be an asset
    • High school diploma required
    • Flexible and has the ability to quickly adjust to frequent process and information changes

     

    Knowledge & Experience:

    • Minimum of 3 years in a position with relevant experience would be an asset
    • Knowledge of Sportsbook industry would be an asset
    • Basic office skills including knowledge of Microsoft Word and Excel
  • Job Application - Customer Service Representative - Swedish/English Published Date: 2021-03-08

     

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a Customer Service Representative - Swedish/English.

    Job Description

    Job Title: Customer Service Representative - Swedish/English
    Direct Report: Customer Service Team Manager or Customer Service Team Lead
    Location: Malta

     

    Job Purpose:
    To handle customer communication on behalf of the Pinnacle Group, researching and resolving customer issues, using available tools and interdepartmental support. Problem solving, administering the customer’s account.

     

    Essential Job Functions / Main Duties & Responsibilities:
    • Answer and support customer facing communication in required languages, and translate emails, website information and any other matter as requested
    • Research solutions to customers' issues
    • Interact with various departments to resolve customers' issues
    • Use available tools and information resources to resolve problems
    • Use a comprehensive knowledge of the Pinnacle Group website to investigate and resolve issues
    • Escalate unresolved problems in accordance with established policy, procedures and protocols
    • Administer client account management, including updating notes in accounts
    • Research transactions discrepancies and take appropriate actions
    • Monitoring of customers' activity, including assisting in the identification of fraudulent activity or abuse
    • Amending / adjusting transactions in customer accounts when necessary or instructed
    • Maintain professionalism and adhere to company standards during all interactions
    • Assistance with special Customer Service projects
    • Other tasks and duties as assigned

     

    Skills & Qualifications:
    • Ability to think critically and draw from experience to make decisions
    • Computer literacy
    • Care in dealing with sensitive information
    • Ability to understand both written and oral instructions in English
    • Ability to write, read and speak in the required languages
    • Ability to deal with ambiguity and identify customer’s needs
    • The ability to organize and manage multiple priorities
    • Ability to independently research solutions and solve problems
    • Strong customer orientation
    • Excellent interpersonal and communication skills
    • Performance driven and a strong team player
    • Fluent and advanced skills both oral and in specialized languages would be an asset
    • High school diploma required
    • Flexible and has the ability to quickly adjust to frequent process and information changes

     

    Knowledge & Experience:
    • Minimum of 3 years in a position with relevant experience would be an asset
    • Knowledge of Sportsbook industry would be an asset
    • Basic office skills including knowledge of Microsoft Word and Excel
     

  • Job Application - Customer Service Team Lead Portuguese/English Published Date: 2021-09-14

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a Customer Service Team Lead - Portuguese/English.

     

    Job Description

    Job Title: Customer Service Team Lead - Portuguese/English
    Direct Report: Customer Service Team Manager
    Location: Malta

     

     

    Job Purpose:

    To coach and supervise the Customer Service Team in the performance of their duties. Monitoring Customer Service Team performance, workloads and work quality during shifts while coaching and assisting them to ensure high quality performance. Problem solving with escalated issues and reporting as appropriate.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Monitor and manage the work flow and quality of customer facing communication
    • Monitor available tools to ensure functionality and task adequacy
    • Coach the Customer Service Representatives in daily operations
    • Coach Tier 2 individuals to be able to handle the more difficult situations/tasks
    • Communicate with the Customer Service Representatives on departmental objectives, direction and SLA’s and ensures the team is working towards them
    • Produce regular reports and present them to their Manager and/or Department Head on both formal and ad hoc basis on Employee progress, Customer feedback and issues as required
    • Work with CS Training and Development team to plan and implement practical Training Plan and assessments
    • Create and distribute CSD Schedules within expected timeframe
    • Supervise and coordinate the translations of emails, website information and any other matter as requested
    • Research solutions to customer issues and communicate ongoing issues to assist in solution focused progress to CSD Management Team
    • Use a comprehensive knowledge of the Pinnacle website to investigate and resolve issues
    • Administrate Employee Performance
    • Work with the Quality Assurance team and review CSR Performance to ensure that established standards and procedures are being followed
    • Follow up on unresolved problems and escalate these in accordance with established policy, procedures and protocols
    • Monitoring of customer activity, including assisting in the identification of fraudulent activity or abuse
    • Maintain professionalism, adhere to and implement company standards during all interactions
    • Assistance with special Customer Services projects
    • Other tasks and duties as assigned

     

    Skills & Qualifications:

    • Good coaching and training skills
    • Effective Employee Relationship Management
    • Ability to think critically and draw from experience to make decisions
    • Computer literacy
    • Care in dealing with sensitive information
    • Ability to understand both written and oral instructions in English
    • The ability to organize and manage multiple priorities
    • Ability to independently solve problems
    • Strong customer orientation
    • Excellent interpersonal and communication skills
    • Performance driven and a strong team player
    • Fluent and advanced skills both oral and in specialized languages would be an asset

     

    Knowledge & Experience: 

    • 3 - 5 years experience in Industry Customer Service
    • Supervisory experience considered a plus
    • Training experience considered a plus

     

     

     

  • Job Application - Data Scientist  Published Date: 2021-02-03

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a: Data Scientist

     

    Job Description

     

    Job Title: Data Scientist
    Direct Report: Head of Sportsbook R&D
    Location: Remote

     

    Job Purpose:
    Collect, Store, Clean, Visualize, Analyze, Interpret, and Model data relevant to Sports Betting markets in order to recognize patterns and trends in betting markets.

     Essential Job Functions / Main Duties & Responsibilities:

    • Acquire and Store data from various sources related to Sports Betting markets including: sports data, betting market data, twitter data, etc
    • Visualize, Analyze, and Interpret data
    • Build and maintain data products and user interfaces for business users
    • Interact with public API’s, such as Twitter, to collect relevant sports data
    • Organize data products into API’s used to build internal data products and share data resources with business partners
    • Develop unique approaches to solving complex modelling and inference problems, which combines the market and trading knowledge with a mathematical approach
    • Travel may be required

     Skills & Qualifications:

    • Strong passion for working with data and Data Science
    • Strong background in statistics, modelling, and algorithms (Machine Learning or other)
    • Ability to convey complex information through Data Visualization
    • Understanding of software and ability to write code to solve problems
    • Exceptional analytical, conceptual, and problem-solving abilities with attention to detail
    • Strong written and oral communication skills – Fluency in English
    • Ability to communicate results to engineers and non-engineers
    • Good organizational skills
    • Ability to multi-task and work on several projects at once
    • Ability to work in an environment where the team is co-located
    • Thorough understanding and passion for sports and sports betting markets preferable

     Knowledge & Experience:

    • Expertise in R and other statistical programming languages (3+ years)
    • Experience in Frequentist and Bayesian Statistical methods (2+ years)
    • Experience working with Machine Learning algorithms, Probabilistic Models, and/or other statistical modelling approaches (2+ year)
    • Experience with modern R packages such as dplyr, ggplot2, data.table, etc.
    • Experience in front-end R technologies for data products such as ShinyR, FlexDashboards
    • Experience in Sports Betting Market or Spots Analytic is required 
    • Ability to write complex SQL queries
    • Good Software Engineering Design Principles, such as Design Patterns
    • Cloud Computing Experience desirable
    • Some Python Experience desirable
  • Job Application - Esports Product Manager Published Date: 2021-07-28

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a: Esports Product Manager 

    Job Description

     

    Job Title:                                ESports Product Manager

    Direct Report:                       Head of Product Management

     Location:                               London

    Job Purpose:    

    The Product Manager – eSports Product is a critical role that is responsible for ensuring that Pinnacle’s market-leading eSports betting product remains competitive in an ever-changing landscape. This role will ensure that we are making continuous improvements and enhancements to the product in a manner that is aligned with both customer expectations and the commercial objectives of the business. It will be the primary internal customer of Pinnacle’s range of eSports content, also acting as a conduit between the eSports, business stakeholders and external suppliers.

    The Product Manager – eSports Product is expected to be a deep subject matter expert on eSports betting, have an advanced understanding of betting product requirements in local markets, and self-identify as a bettor in order to see through the eyes of the customer.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Work closely with the Director of Product Management to define the strategy and priorities forth eSports betting product across all Pinnacle-branded B2C desktop and mobile websites
    • Deliver product requirements from the business to the Sportsbook team, and collaborate with Sportsbook to integrate them into the sportsbook development roadmap
    • Collaborate with key business stakeholders, such as country managers and Customer Insights/BI, to create and drive a localised product roadmap for Pinnacle’s eSports product
    • Define, track, and measure success KPI’s to quantify the business impact of your roadmap, and provide management reports to demonstrate results
    • Understand the capabilities (and limitations) of integrated eSports platforms, and stay abreast of industry and supplier developments to ensure that Pinnacle maintains an industry leading provider of eSports betting products
    • Work closely with the Product Manager – B2C Websites to ensure that eSports products are displayed on websites in an intuitive, customer-friendly manner
    • Help drive idea generation for innovations that leverage Pinnacle’s USP to create added value for customers and ROI to the business
    • Manage product development backlog, and communicate to ensure key stakeholders are informed on prioritization and progress
    • Maintain a deep understanding at a granular level of key competitors’ eSports products, including how those products are being positioned and marketed to customers
    • Continuously follow gaming industry trends and innovations to help ensure that our eSports products are both competitive and compelling in the key markets we operate
    • Ensure that all details of product enhancements are communicated to stakeholder groups, and provide demos, training materials, and resources to support this as needed
    • Anticipate impact on the customer experience from changes made within the eSports product, and proactively develop solutions to avoid website or customer issues
    • Work with the Market Research team to elicit feedback from customers and external sources to identify areas of improvement in the delivery of customer facing products
    • Strong analytical skills and ability to make recommendations/decisions using a combination of quantitative data and qualitative opinions
    • Exceptional collaboration skills and ability to influence cross-functional teams to deliver results
    • Excellent interpersonal and communication skills for presentations, development and production of written materials, and to effectively communicate with business partners and internal clients
    • Creative and analytical, able to conceptualize new ideas, research new ideas and evaluate them objectively
    • Enthusiastic, performance-driven self-starter and team player
    • Proven project management skills, including how to plan, set and manage to reasonable timelines, while delivering projects that align with the business strategy

     

    Skills & Qualifications: 

    • Strong collaboration skills and ability to influence a cross-functional team to deliver results.
    • Excellent interpersonal and communication skills for presentations, development and production of written materials, and to effectively communicate with business partners and internal clients
    • Creative and analytical, able to conceptualize new ideas, research new ideas and evaluate them objectively
    • Enthusiastic, performance-driven self-starter and team player
    • Strong analytical skills and ability to make recommendations/decisions using a combination of quantitative data and qualitative opinions

     

    Knowledge & Experience:

    • 5+ years’ experience in operational roles directly related to the sports betting vertical
    • 3+ years’ experience in Product leadership roles
    • Deep understanding of sports and eSports betting customers, and their needs, wants and expectations
    • Knowledge about sports and eSports and passion for sports betting is essential
    • Proven ability to manage multiple projects in parallel and deliver on time and budget
    • Experience managing multiple functional teams and their performance
    • Experience with software product development methodologies, including Waterfall and Agile (e.g. Scrum)
    • Bachelor’s degree in a related discipline
  • Job Application - Horse Racing Product Manager Published Date: 2021-08-10

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a: Horse Racing Product Manager

     

    Job Description

     

    Job Title:                 Horse Racing Product Manager


    Direct Report:         Head of Product Management

    Location:                  Remote 


    Job Purpose:

    The Product Manager – Horse Racing Product is a critical role that is responsible for ensuring that Pinnacle’s market-leading Horse Racing betting product remains competitive in an ever-changing landscape. This role will ensure that we are making continuous improvements and enhancements to the product in a manner that is aligned with both customer expectations and the commercial objectives of the business. It will be the primary internal stakeholder of Pinnacle’s range of B2C and B2B Horse Racing products, also acting as a conduit between the Horse Racing P&L Owner, business stakeholders and external suppliers.
    The Product Manager – Horse Racing Product is expected to be a deep subject matter expert on Horse Racing betting, have an advanced understanding of betting product requirements in local markets, and self-identify as a bettor in order to see through the eyes of the customer.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Work closely with the Head of Product Management to define the strategy and priorities for the Horse Racing betting product across all Pinnacle-branded B2C desktop and mobile websites.
    • Deliver product requirements from the business to the Sportsbook and Marketing teams, and collaborate with them to integrate them into their respective roadmaps.
    • Collaborate with key business stakeholders, such as country managers and Customer Insights/BI, to create and drive a localized product roadmap for Pinnacle’s Horse Racing product.
    • Define, track, and measure success KPI’s to quantify the business impact of your roadmap, and provide management reports to demonstrate results.
    • Understand the capabilities (and limitations) of integrated Horse Racing platforms, and stay abreast of industry and supplier developments to ensure that Pinnacle maintains an industry leading provider of Horse Racing betting products.
    • Work closely with the Product Manager – B2C Websites to ensure that Horse Racing products are displayed on websites in an intuitive, customer-friendly manner.
    • Help drive idea generation for innovations that leverage Pinnacle’s USP to create added value for customers and ROI to the business.
    • Work closely with regulatory, risk and compliance teams to ensure Product compliance with all localized regulations, and preparedness for future regulatory changes
    • Manage product development backlog, and communicate to ensure key stakeholders are informed on prioritization and progress.
    • Maintain a deep understanding at a granular level of key competitors’ Horse Racing products, including how those products are being positioned and marketed to customers.
    • Continuously follow gaming industry trends and innovations to help ensure that our Horse Racing products are both competitive and compelling in the key markets we operate.
    • Ensure that all details of product enhancements are communicated to stakeholder groups, and provide demos, training materials, and resources to support this as needed.
    • Anticipate impact on the customer experience from changes made within the Horse Racing product, and proactively develop solutions to avoid website or customer issues.
    • Work with the Market Research team to elicit feedback from customers and external sources to identify areas of improvement in the delivery of customer facing products.
    • Proven project management skills, including how to plan, set and manage to reasonable timelines, while delivering projects that align with the business strategy.

     

    Skills & Qualifications:

    • Strong collaboration skills and ability to influence a cross-functional team to deliver results.
    • Excellent interpersonal and communication skills for presentations, development and production of written materials, and to effectively communicate with business partners and internal clients
    • Creative and analytical, able to conceptualize new ideas, research new ideas and evaluate them objectively
    • Enthusiastic, performance-driven self-starter and team player
    • Strong analytical skills and ability to make recommendations/decisions using a combination of quantitative data and qualitative opinions

     

    Knowledge & Experience:

    • 5+ years’ experience in operational roles directly related to the sports betting vertical.
    • 3+ years’ experience in Product leadership roles.
    • Deep understanding of sports and Horse Racing betting customers, and their needs, wants and expectations.
    • Knowledge about sports and Horse Racing and passion for sports betting is essential.
    • Proven ability to manage multiple projects in parallel and deliver on time and budget.
    • Experience managing multiple functional teams and their performance.
    • Experience with software product development methodologies, including Waterfall and Agile (e.g. Scrum).
    • Bachelor’s degree in a related discipline.
  • Job Application - HR Analyst Published Date: 2021-09-14

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a: HR Analyst

    Job Description

     

    Job Title:           HR Analyst

    Direct Report:  HR Team Lead

    Location:          Curacao 


    Job Purpose:
    The HR Analyst assists Human Resources in the analysing and evaluating data and reports, daily administration of department activities, recruitment process, employment conditions and related issues. Provide general support to all employees. The role will also provide administrative and HR project management support to the Human Resources Team Lead.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Analyse data and statistics for trends and patterns with attention to recruitment, hiring practices, motivation and turnover.
    • Prepares reports of data results, presenting and explaining findings to senior leadership
    • Updating and maintaining salary overview for payroll
    • Establish/maintain employee records; ensure that employee changes are entered
    • Work with internal record keeping system to assist in maintaining accurate and updated employee records
    • Provides administrative support to other HR team members across the full range of HR functions and work.
    • Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training
    • Maintain a high level of customer service with both internal and external clients
    • Will be responsible for the delivery of services to head office and remote offices and staff
    • Track progress, deadlines and priorities of all HR projects
    • Record and distribute minutes of HR meetings
    • Assist with Immigration and Emigration processes and other governmental procedures related to foreign employees
    • Assist with the recruitment process by scheduling and conduct interviews and complete reference check
    • Complete termination paperwork and exit interviews

     

    Skills & Qualifications:

    • Strong communication skills, able to openly share ideas or information with team and keep all team members apprised of any updates to projects
    • Able to work proactively in a team
    • Excellent organizational and planning skills
    • Reasoning ability, good common sense with ability to problem solving skills
    • Good computer skills and willing to try out new platforms
    • Proficient with Word, Excel, PowerPoint and Outlook
    • Strong analytical and problem solving skills
    • Strong interpersonal skills and detail oriented
    • Strong Reporting Skills

     

    Knowledge & Experience:

    • Bachelor’s Degree in Human Resources, Business, or a related field required
    • Knowledge of Human Resource Analytics
    • 2 years of experience as an HR Analyst
  • Job Application - IOC Analyst Published Date: 2021-06-16

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a IOC Analyst.

     

    Job Description

    Job Title: IOC Analyst
    Direct Report: IOC Team Lead
    Location: Malta

     

     

    Job Purpose:

    The main purpose of an IOC Analyst is to be the first individual to receive IT related issues, requests and to proactively monitor the health of all IT systems within the company. Tasks of an IOC analysts include installation, maintenance and upgrade of business operating environment, with the goal to continuously improve ongoing reliability, performance and support. The analyst will handle reported matters until resolution by providing timely updates and proper notifications.
    The IOC Analyst ensures that the health of IT systems meets the defined SLA by doing proactive monitoring and executing required delegated actions in the infrastructure.

     

    Essential Job Functions / Main Duties & Responsibilities:

    •  1st line support to internal staff and to customers who are experiencing issues related to IT services and sites
    • Act as single point of contact for service impacting events.
    • Identify, troubleshoot and correctly escalate incidents to Tier 2 or appropriate team in a timely manner.
    • Coordinate scheduled and unscheduled maintenances
    • Communicate maintenance or incidents to the business till the point of resolution.
    • Perform routine maintenance and administration tasks for infrastructure systems such as patches, upgrades, hotfixes, user account management, and ad-hoc end user support.
    • Complete and detailed documentation of incidents.
    • Assist in compliance audits and portrait good understanding of IT policies.
    • Monitor computer systems and perform proactive maintenance
    • Take action on automated alerts and proactively observe abnormal trends outside of the alerts
    • Provide application support to users of custom software packages or desktop administration
    • Control access to corporate systems through AD administration
    • Work closely with other staff in and outside the department.
    • Conduct delegated network tasks such as failing over ISP and first level network related tasks
    • Cover all product solutions.
    • Monitor communication channels (Skype and Slack).
    • Triaging of tickets.
    • Other duties/tasks as assigned

    Competencies, Skills & Experience:

    •  Communicate effectively in English, both oral and in written form.
    • Provide quality customer service above else; ensure an understanding between customer and IT to provide workable solutions.
    • Customer oriented mind-set with good ability to manage customer expectations.
    • Clear communication with other IT teams (both written and verbal)

    Technology Competencies: 

    Monitoring and Logging Technologies:

    • Splunk
    • Grafana
    • Elasticsearch
    • OpsGenie
    • Zabbix
    • JIRA
    • Confluence
    • Orange HRM
    • Slack

    Desktop Administration and Support:

    • Client Operation System (Windows)
    • Client tools and softwares
    • SCCM

    Server Administration and Support:

    • Windows Server OS
    • Linux Ubuntu OS
    • Active Directory Users and Computers Management
    • Internal DNS/DHCP Management
    • Web Servers (IIS, Glassfish)
    • Nginx, Varnish

    Network Administration and Support:

    • LAN/WAN inter-office connectivity
    • End user connectivity
    • ISP connectivity

    Backup and Restore:

    • MS Backup and Restore technology
    • Linux shell scripting

    Inventories and documentations:

    • Snipe-IT
    • Confluence

     

  • Job Application - IOC Support Agent Published Date: 2021-09-13

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a IOC Support Agent

     

    Job Description

    Job Title: IOC Support Agent
    Direct Report: IOC Team Lead
    Location: Curacao

     

     

    Job Purpose:

    The main purpose of an IOC Support Agent is to be the first individual to receive IT related issues and requests, and to proactively monitor the health of all IT systems within the company. Tasks include but are not limited to triaging of tickets and providing end user support with the goal to quickly resolve Tier 1 issues. An IOC Support Agent will handle issues according to the defined SLA until resolution, by providing timely updates and proper notifications.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • 1st line support to internal staff and to customers who are experiencing issues related to IT services and sites
    • Act as single point of contact for service impacting events
    • Triage request and incident tickets
    • Identify, troubleshoot and correctly escalate incidents to Tier 2 teams in a timely manner
    • Communicate maintenance or incidents to the business till the point of resolution
    • Complete and detailed documentation of incidents
    • Monitor computer systems and perform proactive maintenance
    • Take action on automated alerts
    • Provide application support to users
    • Control access to corporate systems through AD administration
    • Work closely with other staff in and outside IT department
    • Monitor business communication channels (Slack/ Mail) and provide support
    • Other duties/tasks as assigned

    Competencies, Skills & Experience:

    • Clear communicate in English in both verbal and written form
    • Ability to clearly communicate with customers and peers
    • Provide top quality customer service to ensure an understanding between customer and IT with the goal of achieving a workable solution
    • Ability to manage customer expectations

    Technology Competencies: 

    Monitoring and Logging Technologies:

    • Splunk
    • Grafana
    • Elasticsearch
    • OpsGenie
    • Zabbix
    • JIRA
    • Confluence
    • Slack

    Desktop Administration and Support:

    • Client Operation System (Windows/ Mac)
    • End- user applications

    Server Administration and Support:

    • Active Directory Users and Computers Management
    • Internal DNS/DHCP Management

    Inventories and documentations:

    • Snipe-IT

     

  • Job Application - Junior Esports Operation Administrator Published Date: 2021-06-22

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a Junior Esports Operation Administrator.

     

    Job Description

     

    Job Title: Junior Esports Operation Administrator
    Direct Report: Esports Operation Manager
    Location: Malta

     

    Job Purpose:

    As a Junior Esports Operation Administrator, candidate is responsible for ensuring that the product meets the company standards of quality.

     

    Essential Job Functions/ Main Duties & Responsibilities:

    • Respond to all queries for assistance from internal parties
    • Respond to Traders queries for assistance
    • Comply with the operation’s procedure on checking and editing the basic information and data of games
    • Importing of events based on guidelines set by management
    • Resulting of events based on guidelines set by management
    • Review and update all unsettled markets after events have concluded
    • Monitor (social-)media for sports news on Esports titles
    • Identify games to be priced by traders
    • Operating the tools for automated Grading and Typing
    • Monitor and consistently update start time of Events
    • Provide support to manager and inform manager of recurring system problems
    • Provide complete and detailed automation feedback to manager for review
    • Endorse any updates or issues to the next shift
    • Other tasks and duties related to job purpose as assigned

     

    Skills & Qualifications: 

    • Passion for eSports
    • Must have good knowledge about Sportsbook Markets
    • Fluency in written and spoken English
    • Accurate and fast typing skills
    • Must be resourceful
    • Good organizational skills
    • Ability to multi-task effectively
    • Initiative to work independently with minimal supervision, but also be able to work effectively with team members
    • Quick self-learner is a must
    • Attentive to details
    • Must have critical thinking skills
    • Must be able to perform task with consistent accuracy, quality and attention
    • Willingness to work in different shifts
    • Flexible and willing to cover shifts when needed

     

     

     

     

  • Job Application - Payments Processing Team Lead Published Date: 2021-06-29

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a: Payments Processing Team Lead

    Job Description

    Job Title:              Payments Processing Team Lead
    Direct Report:     Global Payments Processing Manager

    Location:               Malta


    Job Purpose:

    As a Payments Processing Team Lead you will provide direct supervision of the payments processing team performance, workload and work quality by coaching and assisting Payment Processing Analysts (PPA) to ensure high quality and efficiency on handling payment transactions and complying with company fraud prevention checks and policies.
    Therefore, we are looking for someone with the following profile: problem-solver, excellent communication and interpersonal skills, strong organizational skills and an example of integrity.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Supervise, coach and train PPA in daily operations
    • Create and distribute PPA schedules within expected timeframe
    • Motivate analysts to achieve organizational goals by conducting regular team meetings, 1on1, etc
    • Monitor PPA team performance, report on metrics and motivate PPA team members
    • Conduct regular evaluations of PPA performance to ensure that KPI and SLA are met and communicate the evaluation to PPA
    • Recommend and implement opportunities for increased departmental efficiency
    • Follow up on unresolved problems and escalate in accordance with establish policy procedures and protocols
    • Interact with various department and/or external providers to research and resolve payment related issues in a timely manner
    • Maintain in-depth working knowledge of Payments Processing teams systems and processes
    • Assist other departments in understanding payment processing application and procedures
    • Discover training needs in coordination with team leads in Fraud Prevention, Compliance, Responsible Gaming and HR
    • Communicate with other departments and/or external providers to research and resolve customer issues, research transaction discrepancies and take appropriate action
    • Follow up on unresolved problems and escalate in accordance with established policy procedures and protocols
    • Ensure that all information of confidential nature is held in a secure and confidential manner and adhere to company standards during all interactions
    • Assist the Global Payments Processing Manager with special projects as assigned to introduce new products or solutions
    • Other tasks and duties as assigned

     

    Skills & Qualifications:

    • Good coaching and training skills
    • Effective Employee Relationship Management
    • Excellent interpersonal and communication skills
    • Leadership: a demonstrated ability to lead people and get results through others
    • Ability to create a high performance team and be a strong team player
    • Ability to think critically and draw from experience to make decisions
    • Care in dealing with sensitive information
    • The ability to organize and manage multiple priorities
    • Ability to independently solve problems
    • Computer literacy
    • Ability to understand both written and oral instructions in English

     

    Knowledge & Experience:

    • Minimum of 3 years in a position with relevant experience would be an asset
    • Supervisory experience considered a plus
    • Training experience considered a plus
    • Basic office skills including knowledge of Microsoft Word and Excel
    • High school diploma required

     

  • Job Application - Performance Marketing Specialist Published Date: 2021-09-10

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a Performance Marketing Specialist

     

    Job Description

     

    Job Title: Performance Marketing Specialist

    Direct Report: Head of Performance Marketing

    Location: London

     

    Job Purpose:

    At Pinnacle, we pride ourselves on our industry-leading marketing activity, and in this hugely exciting role your mission is to propel our digital marketing approach to new heights.
    This role will serve as a driving force behind paid media, user acquisition and the scalability of Pinnacle’s entire international marketing program, and you will welcome working in a lean, performance-driven environment while maintaining a strong sense of team, collaboration and imagination.
    A new position that comes with operational oversight of new and existing channels, the Performance Marketing Specialist will be highly engaged in our long term roadmap, whilst agile enough to act on fresh opportunities on the fly.

     

    Essential Job Functions / Main Duties & Responsibilities:

    • Review and report on all performance analytics by geo and formulate improvements across multiple channels.
    • Manage targets in line with the acquisition budget; including ROI reporting and spend optimization efforts
    • Take an active role in the optimization of the Pinnacle customer’s first time user flow, including input and management of offers, promotions, landing pages and registration forms
    • Proactively source new and creative methods of customer acquisition, with a keen eye on managing to an effective ROI
    • Brief in new and updated creatives for digital inventory and media campaigns to agencies and internal departments as required
    • Help the performance marketing team in a collaborative approach to troubleshooting queries as and when required

     

    Skills & Qualifications:

    • At least 3+ years experience in a similar role, preferably in sports betting and gaming
    • Excellent communication skills in English
    • Budget-management proficiency
    • Analytical skills to identify trends
    • Ability to think big picture and act global at all times
    • Strong presentation skills and ability to convey strategic plans across different levels of the organization
    • Experience representing a well-established global brand
    • Ability to adapt within an ever-changing industry and business
    • Proven experience in helping to develop and deliver digital user acquisition strategies

     

  • Job Application - Project Manager Published Date: 2021-06-29

    A fantastic opportunity to join a growing team for one of the world’s leading online betting & casino companies. Pinnacle was founded in 1998 and we offer bettors the best odds, highest limits and a winner welcome policy. We are an award-winning, global company looking for a talented high performer Project Manager

     

    Job Description

    Job Title: Project Manager
    Direct Report:
    PMO
    Location: London or Malta

     

    About the role:

    As Project Manager you will be responsible for executing and delivering technology projects containing multiple, interrelated efforts to achieve Pinnacle’s Business Initiatives.
    You will use your strong interpersonal skills to identify and engage with project stakeholders and then manage all ongoing communications to ensure all are kept informed at an appropriate level.
    You will also be responsible for identifying and analyzing project opportunities, performing risk management, determining the project execution approach, estimating project scope and timelines, preparing time/resource estimates, and facilitating project meetings and execution.
    You will also assist with introducing and promoting the use and adherence to industry Project Management Methodology/Framework standards, policies, procedures, and best practices across the field.

    Therefore, we are looking for someone with the following profile: credibility, creative problem-solver, tolerance for ambiguity, flexible management style, proactive, and effective communications skills.

     

    Essential Job Functions / Main Duties & Responsibilities

    • Research the impact of a project on other areas of the business and plan for mitigation or elimination of identified risks
    • Establishes project requirements, priorities, deadlines, and team structure
    • Correctly identify project stakeholders, provide them with regular updates with project progress, timely escalations with project risks and consult them for project decisions
    • Conduct competitive analysis and perform benchmark studies
    • Support the product sponsor to produce & prioritize the product/project backlog for development and estimation
    • Gain the commitment of those responsible for making required decisions regarding functionality and behaviors of a proposed IT solution throughout the lifecycle of a project
    • Select the most appropriate project execution methodology for a change initiative (Agile, Waterfall, Hybrid)
    • Ensure valid and accurate metrics are produced across all disciplines
    • Oversee end-to-end testing and manage key issues with business and operations partners
    • Manage stakeholder expectations and communication
    • Build and reinforce relationships with stakeholders through the whole project chain, as well as with other teams
    • Ensure projects are well defined, aligned to business goals, well documented and appropriately reported

     

    Skills & Qualifications

    • Good planning, organizational and time management skills, including ability to estimate effort and duration of Project Management tasks
    • Strong analytical, conceptual, and problem-solving abilities with attention to detail
    • Ability to multi-task and manage multiple assignments in a fast-paced environment
    • Ability to drive through ambiguous and complex situations
    • Ability to present ideas, solicit input, negotiate compromise, influence decisions, and garner support of stakeholders
    • Ability to make and help others make the best decision based on appropriate criteria, such as business need, opportunities, risk, compliance, and ability to achieve the desired outcome
    • Good communication skills. Crisp & clear verbal communication with the ability to be assertive when speaking to a diverse audience. Fluency in written and spoken English
    • Good facilitation skills. Ability to command/lead facilitation meetings with clear & specific agenda. Keep the audience attentive and active in participation of the meetings
    • Strong ability to manage changes to scope, roadmaps, and backlog
    • Be able to deliver solutions with an equal focus on the operational/business models as well as the technology solution
    • PM certification (e.g. PRINCE-II, PMP) and/or agile certification (e.g. scrum)

     

    Knowledge & Experience

    • A bachelor’s degree or equivalent combined with 3+ years of experience in project management
    • Experience in managing IT related projects, from start (initiation) to end (implementation and retrospective), including phases such as planning, analysis, design, development, QA and UAT
    • Proven experience with various software delivery methodologies, including Waterfall and Agile (e.g. Scrum)
    • Programming experience is a big plus (any language)
    • A history of leading and supporting successful projects, using various methods, such as PRINCEII/PMP, Agile, DSDM and/or SCRUM
    • A thorough understanding of project management, change management, business process management
    • Knowledge of sports betting and sports data feed providers
    • Knowledge of ISO27001 control requirements would be hugely beneficial

     

  • Job Application - Quality Assurance Analyst Published Date: 2021-09-01

    A fantastic opportunity to join a growing team for one of the world’s leading online betting & casino companies. Pinnacle was founded in 1998 and we offer bettors the best odds, highest limits and a winner welcome policy.

    We are an award-winning, global company looking for high performance a talented Quality Assurance Analyst.

     

    Job Title: Quality Assurance Analyst
    Direct Report: Development Manager
    Location: Curacao

     

    About this role:

    We are looking for a candidate that will be responsible for the creation and execution of test plans for the company’s software and products. The QA Analyst will ensure that every phase and feature of the software is tested and carefully documented and for bugs/defects to be carefully documented and escalated to the developers for resolution.

     

    Essential Job Functions, Duties & Responsibilities:

    • Support the product testing process
    • Create, manage and execute UI functional, integration and acceptance tests
    • Perform regression testing
    • Track and communicate software build quality with the rest of the team  Promote best testing practices, evaluate or recommend software for testing or bug tracking
    • Maintain test plans and execution schedules
    • Communicate with development team and business analysts on bug priorities and status changes
    • Help to create acceptance criteria and tests for business requirements
    • Assist with prioritization and resolution of defects/bugs
    • Assist with the creation of functional tests for new and existing features
    • Manage integrations with other products
    • Monitor performance improvements of the software

     

    Skills & Qualifications:

    • Must be self-motivated and capable of managing multiple priorities and tasks as delegated
    • Communicate with product owners, developers and other testers on product requirements, business rules and issues
    • Must be a team player with the ability to work within a collaborative environment
    • Must be a quick self-learner
    • Enthusiastic and analytical
    • Well organized, good communication and reporting skills
    • Ability to successfully work under tight project deadlines

     

    Knowledge & Experience:

    • 3+ years of Manual Black Box/Gray Box software testing experience
    • Experience testing REST APIs
    • Experience testing Web SPAs (Single Page Application) is a plus
    • Experience using T-SQL (e.g. querying via SQL)
    • Experience in performance testing
    • Proficiency in written and spoken English
    • Solid understanding of web sites/apps and REST API paradigms
    • Good comprehension of at least one popular programming language (C#, Java, Python, JavaScript, etc.)
  • Job Application - Regulatory Officer Published Date: 2021-04-16

    Pinnacle operates a worldwide online gaming business which was founded in 1998. Since its establishment, Pinnacle has become one of the world's largest, licensed, online gaming companies. Pinnacle has clients in more than 100 countries and is expanding.

    To support our continued growth, we are currently looking for a Regulatory Officer

     

    Job Description

    Job Title: Regulatory Officer
    Direct Report: Compliance, Legal & Regulatory Affairs Manager
    Location: Remote

     

     

    Job Purpose:

    Analyze and assess potential jurisdictions for market entry. Develop and maintain control systems to enter and remain in a regulated market.

    Essential Job Functions / Main Duties & Responsibilities:

    • Drive new market entries project from a regulatory compliance perspective
    • Support the management team in a shortlist of growth opportunities based on local market conditions and ongoing legalisation trends
    • Serve as a point of contact by providing informed regulatory advice and recommendation to the business
    • Assist in translating cross-jurisdictional regulations into regulatory requirements
    • In-depth market and legal analysis on selected markets
    • Assist with the post analysis execution plan and roadmap
    • Keep up to date with remote gaming regulations to flag any relevant changes or risk for the group
    • Maintain the company's existing portfolio of licenses to ensure regulatory obligations are met
    • Provide support to the legal team in compiling license applications as necessary
    • Prepare and oversee compliance advisory and training to the organization
    • Develop regulatory compliance reports for authorities and management as applicable
    • Completing ad hoc compliance related tasks as requested

     

    Skills & Qualifications:

    • Strong research skills
    • Naturally inquisitive, analytical, highlighting risks based on findings
    • Excellent document control
    • Ability to multi-task and take initiative in all parts of the operation
    • Leadership: a demonstrated ability to lead people and get results through others
    • Planning: an ability to think ahead and plan
    • Management: the ability to organize and manage multiple priorities
    • Problem analysis and problem resolution at a functional level
    • Excellent interpersonal and communication skills
    • Ability to create high performance teams and be a strong team player
    • Employee training and development
    • Commitment to company values

     

    Knowledge & Experience:

    • Minimum of 5 years as a Regulatory Compliance officer, preferably in a B2C environment
    • Experience in dealing with different regulatory frameworks
    • Experience translating law into practical requirements
    • Ability to maintain high levels of confidentiality and data security standards
    • Ability to work with a diverse group of stakeholders
    • Detail-oriented and organized

     

  • Job Application - Senior Business Intelligence Analyst  Published Date: 2021-08-25