Job Details
Technical Support Specialist Bilingual in Remote Worker at ACN Jobs **Location:**
Remote Worker **Job Description**
If youre self-motivated, disciplined and resourceful, our at-home virtual agent role may be perfect for you! As a Technical Support Specialist, youll be a problem-solver, advocate, resolution-oriented expert and more all while working remotely from the convenience of your home office! Your primary task will be to assist ACN customers with their technical issues regarding their existing and newly installed ACN products. Technical Support Specialists are expected to follow service flows, use general network and Product related knowledge, and apply learned techniques and processes to provide solutions for customers and install technicians to ensure a first call resolution.
**CORE RESPONSIBILITIES:**
Identify and confirm the customers issues with services or products and resolve them on the first call
Support and provide technical education for VoIP, DSL, SMB, cable, local and long distance products
Learn and follow the prescribed Scope of Support for and be able to efficiently navigate workflows with customers
Support business customer networks, ACN equipment, and troubleshooting flows
Provide expert advice and offer alternative resolutions
Effectively communicate technical information in non-technical terms
Work closely with Supervisors, Managers, and other specialists to uncover and solve service and product problems
Identify process improvement areas and training needs
Utilize provided case management system to track and enter updates on internal and external tickets
Keep current on new developments and techniques in related to ACN products and networking technology
Be assigned special projects from management to enhance the Customer Experience or internal procedures
Educate customers on self-service tools such as support websites and ACNs Customer Portal
May perform other duties as required
**Job Requirements**
**REQUIRED SKILLS AND ABILITIES:**
Good troubleshooting and problem solving skills, ability to learn and adapt to new systems, process, and devices
Ability to follow workflows and technical instructions and provide guidance to customers and vendors
Competence with the Windows Operating Systems (Win7/Win8/Win10), Mac, and mobile devices i.e. Android and Apple
Good working knowledge of off-the-shelf routers for home network configurations, both wired and WiFi
Detailed writing skills and ability to translate complex and multi-stage solutions into easy to digest communication
Effective interpersonal skills both while on the phone, in person, with customers and within the company
Must be organized and timely and able to remain focused and calm in all situations
Must be flexible in work schedules and OT/Holidays
**Must be fluent in either French & English** **OR** **Spanish & English**
**DESIRED SKILLS AND ABILITIES:**
Bachelor Degree in a technical field, certifications related to IT or networking, or equivalent work experience
Strong technical background in networking products, telephony, & technologies (Ethernet, Wifi, IP, routing, switches, security) regarding VoIP, Cable, and DSL configurations
Experience supporting products and services direct to consumer over the phone or email
ACN will provide a testing guide and instructions on how to complete the minimum requirements for At-Home work, all of which will need to be met or exceeded. Below is a summary that will need to be demonstrated or provided:
Dedicated, quiet, private workspace away from household distractions with a door, desk, and chair
Ability to self-manage in a remote work environment including the following actions:
o Setup and maintenance of self-provided computer equipment and peripherals
o Setup and active maintenance of smartphone device
o Effective management of your home internet network, PC, and connections
o Proactive notification to ACN Management if/when the requirements change or impair your ability to work
**PC & Peripheral Requirements:**
**Operating Systems:** Minimum Windows 10-64bit*
**Supported Browsers:** Google Chrome, Microsoft Edge
**Hard Drive:** 40 GB or more available space
**Memory:** 4 GB or more
**CPU Speed:** 2.0 GHz or more
**Headset:** Wired (USB 2.0+), noise cancelling and stereo channel support
**Webcam:** HD 720p+
**Monitor:** 2 screen setup each 1366x768 or more (a laptop connected to second monitor counts as dual monitor)
**Smartphone:** iOS 12.0+ or Android 8.0+ (required for 2 Factor Authentication to access ACN networks)
**Internet Requirements:**
**Connection Type:** Hardwire with Ethernet Cable CAT5/CAT6 (***NO USB connections, NO WIRELESS)***
**Connection package:** +20MBps
**Upload minimum:** +5MBps avg.
**Download minimum:** +10MBps avg.
**Maximum Latency Threshold:** 130 milliseconds (ms) or less