Senior Support Agent

Description:

territory of Prague, Prague, Nusle, 140 00 Contact: Fábryová Barbara, tel.: 725860045, e-mail: [email protected] • Resolution of technically complex escalations (unresolved by L1 agents and AI assistant) – VOIP and call quality, misconfigured integrations and routing, device and softphone configuration, log analysis. • Diagnosis and identification of root cause of issues, preparation of documentation for L2/Engineering. • Review and correction of AI assistant responses in complex cases. • Identification of gaps in tools, macros, and integrations and their correction or handoff to the appropriate team. • Mentoring and coaching of junior agents. • Creation and updates of SOPs, macros, and knowledge base based on recurring issues. • Evaluation of refunds, compensations, and billing disputes in collaboration with Finance. • Collaboration with Engineering, Product, and L2 team.territory of Prague, Prague, Nusle, 140 00 Contact: Fábryová Barbara, tel.: 725860045, e-mail: [email protected] • Resolution of technically complex escalations (unresolved by L1 agents and AI assistant) – VOIP and call quality, misconfigured integrations and routing, device and softphone configuration, log analysis. • Diagnosis and identification of root cause of issues, preparation of documentation for L2/Engineering. • Review and correction of AI assistant responses in complex cases. • Identification of gaps in tools, macros, and integrations and their correction or handoff to the…

Overview

Type

job

Status

active

Visibility

public

Price

40 000 Kč /month

City

Praha

GPS

50.1029026, 14.3946353copyopen in

Email

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Phone

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Views

4

Published

22. 7. 2026

Edited

4. 8. 2026

Specifications