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Customer Care Escalation Specialist
AVG Technologies CZ, s.r.o.
Place of work
Brno - City
Brno - City
Contract type
full-time
full-time
Wage (gross)
n/a
n/a
Information about the position
Job description, responsibilities and duties
- To be the primary point of contact for complex escalations
- Assume responsibility for the resolution of complex escalations whilst representing a positive image of AVG
- Maintain high levels of data quality and case management excellence through the lifecycle of managing an issue
- Engage and coordinate resources among internal stakeholders (Support, Legal, PR, Product Management, Engineering, etc.) as well as 3rd-party providers to ensure visibility, traction, and ultimately effective resolution of customer escalations.
- Contribute to AVG’s overall Customer Care team's responsibilities, including assisting with technical escalations (tier 3) as time permits, as well as authoring and editing content for our knowledge base
- Monitoring of support specialists and contact centers (interactions related to escalations)
- Assist in understanding customer trends, documenting and reporting observations to Customer Care management team to improve our products and process
- Participating in the practical training of newcomers and (mainly from process, soft and communication skills point of view) current teams
- Cooperation with products specialists (feedback on bugs, enhancements, issues reported by AVG customers, viruses)
Employee perks, benefits
-
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
- Bachelor Degree or equivalent experience required
- At least 3-year experience on a customer facing (sales/marketing) or on a customer service/support
- Strong negotiation and conflict management skills. Knowing how to work with individuals with differing priorities and able to persuade them to work towards a common goal.
- Strong and relevant technical background, with the logical ability to troubleshoot complex issues with many moving parts. Maintaining a strong sense of urgency and a dedication to customers. Constantly seeking a win-win resolution for customers and for AVG.
- Able to organize complex topics in easy-to-understand terms and communicate to different audiences
- Be persistent and tenacious in the pursuit of driving the right outcome without unnecessary delays
- Proven analytic problem solving skills and a logical approach to taking the most appropriate action.
- Fluent in English, both written and verbal
- Strong written and verbal communication skills as well as proficient in articulating complex problems succinctly
- Ability to make decisions about escalations, refunds, the involvement of other teams, etc.
- Knowledge of networking, security and HW in general
- Advanced knowledge of MS operating systems
- Experience with analyzing of log files
- Be familiar with mobile operating systems
- Intermediate knowledge of MacOS is a plus
- IT knowledge on Microsoft Certified Technology Specialist level is a plus
Division/Department : Customer Services
Advertiser
Brief description of the company
AVG Technologies poskytuje bezpečnostní software ve formě specializovaných programů i komplexních řešení nejen domácím uživatelům počítačů, ale i malým a středním či velkým firmám. Systém AVG v různých edicích užívají nyní zákazníci na více než 110 milionech počítačů po celém světě. Registrovaní uživatelé komerčních produktů AVG mají k dispozici nepřetržitou profesionální technickou podporu.
ID: 1791646
Dátum zverejnenia: 4.7.2014
2014-07-04
lokalita: Brno - City Pozícia: Call Centre Supervisor Spoločnosť: AVG Technologies CZ, s.r.o.
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