Division : Customer Services
Location : Brno JIHM CZ 639 00
Job Type : Full Time
Career Level : Experienced (Non-Manager)
Education : High School or equivalent
Skill : Customer Service -> Call Center, Phone Support
Category : Customer Support/Client Care
Job Description :



    main advisory channel for 1st and 2nd level agents for complicated cases (emails, calls, remote assistance)
    providing an advanced training for 1st and 2nd level specialists
    first point of contact for VIP customers and partners
    3rd line support to AVG customers
    Monitoring of support specialists and contact centers
    processing 3rd level queries (escalations) – emails, remote assistance, calls
    sharing important information to improve the knowledge of 1st and 2nd level agents
    participating in the practical training of newcomers
    evaluation of support specialists and monitoring of evaluation in contact centers
    participation on moderating of Free forum and Cnet forum
    providing help with Facebook posts to marketing team
    competitive comparison
    responsible for customer satisfaction results
    cooperation with products specialists (feedback on bugs, enhancements, issues reported by AVG customers, viruses)