Customer Support Agent (f/m/d)

Funstage; Wien; Hybrid; EUR 26.000 - 32.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Training budget

Vienna office

Public transport subsidies

Company events

Zusammenfassung

Funstage GmbH is seeking a Customer Support Agent (f/m/d) to assist players across our online gaming platforms. You will handle email and live chat inquiries, resolve issues, and uphold a high-quality customer experience from our Vienna office.

The role requires native-level German (C1) and English (B2) proficiency, strong communication, and a customer-focused approach. A hybrid work model, weekend/holiday shifts, and opportunities for growth are offered.

Qualifikationen

• Excellent written German (C1 or higher) is mandatory.
• Good written English (B2 or higher) is mandatory.

Aufgaben

• Respond to customer enquiries via email and live chat, ensuring a prompt and professional service.
• Support players with questions and issues related to our products, platforms, and policies.
• Investigate customer issues and escalate to internal teams as needed; follow up for timely resolution.
• Develop and maintain a strong understanding of our products, platforms, and procedures.
• Stay updated on products, information, and procedures for accurate customer communication.
• Monitor and respond to player comments on social media.
• Contribute to maintaining high service quality and meeting KPIs and SLAs.
• Collaborate with team and other departments to improve customer experience.
• Work on a shift basis in a 365-day operation (3 shifts: 08:30-17:00, 11:00-19:30, 12:30-21:00).

Kenntnisse

German (C1)

English (B2)

Customer service

Communication

Problem solving

Flexible schedule

Tools

PC skills

Jobbeschreibung

For our subsidiary Funstage, we are looking for a Customer Support Agent (f/m/d) to support customers across our online gaming platforms and apps. The role provides customer support via email and live chat, helping players resolve questions and issues while ensuring a high-quality customer experience.

• Respond to customer enquiries via email and live chat, ensuring a prompt and professional service
• Support players with questions and issues related to our products, platforms, and policies, including slot games, sports betting, casino, and live casino
• Investigate customer issues, escape them to the relevant internal teams where necessary, and follow up to ensure timely resolution
• Develop and maintain a strong understanding of our products, platforms, policies, and support procedures
• Keep up to date with new products, information, and procedures to ensure accurate and consistent customer communication
• Monitor and respond to player comments and enquiries on our social media channels
• Contribute to maintaining high service quality and meeting defined KPIs and SLAs
• Work closely with the team and other internal departments to continuously improve the customer experience
• Work on a shift basis in a support operation that is open 365 days a year, including regular weekend and public holiday shifts (3 shifts: 08:30-17:00, 11:00-19:30, 12:30-21:00)

Your profile

• Previous experience in customer support or a service-oriented role is an advantage
• Strong PC skills and confidence working with different systems and digital tools
• Excellent written German skills (C1 or higher) are mandatory
• Good written English skills (B2 or higher) are mandatory
• Strong communication skills and a customer-focused approach
• Reliable, patient, and solution-oriented, with the ability to remain professional in challenging situations
• Willingness to work weekends, public holidays, and rotating shifts

Our offer

We believe great work happens when people feel supported, inspired, and balanced. By investing in our employees, we create an environment where everyone can thrive and reach their full potential. This commitment has been recognized through our Great Place to Work certification. We offer the following benefits:

• Flexible working hours and a hybrid model that fit your lifestyle, backed by a strong culture of work-life balance
• A dedicated training budget to explore new skills, deepen your expertise, and shape your career journey
• A welcoming office atmosphere at our Vienna HQ with daily fresh fruit, a wide range of teas, fair-trade coffee, and meals at our company-subsidized restaurant
• Subsidized public transportation, plus access to pool e-bikes and e-cars — for both business and personal use
• Plenty of ways to stay active and connected, from MyClubs app points to regular sports and company events
• Attractive local employee discounts and healthcare benefits that make everyday life a little easier
• The minimum gross annual salary for this position according to the applicable collective agreement is €29.000 (full-time basis, paid in 14 salaries). A higher salary is possible depending on qualifications and experience.

About Funstage

Funstage GmbH, a 100% subsidiary of Greentube GmbH and therefore part of the worldwide operating NOVOMATIC group of companies, is a multiplatform gaming service provider offering synchronous play on mobile apps, social networks and other web-based technologies to gamers around the world. Funstage is a true customer company, always focused on delivering innovative solutions, that meet the needs of our customers in the fields of content, marketing, communication, community.