Customer Care Escalation Specialist

AVG Technologies CZ, s.r.o.

Place of work
Brno - City
Contract type
full-time
Wage (gross)
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
Good to have:

  • 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  Pracovná ponuka je prevzatá z inej stránky alebo zdroja. Základná zložka mzdy (brutto) a ďalšie odmeny: n/a