JOB SUMMARY: Assist ACN customers with their technical and other troubleshooting requests for the existing or scheduled to be installed equipment and services. Technical Support Specialists are responsible to follow service flows, use general network and device related knowledge, and apply learned techniques and processes to provide solutions for customers and ensure a first call resolution.
Identify and confirm the customer s issues with services or product and ensure First Call Resolution
Walk customers through installations and achieve VoIP registration and/or DSL connectivity
Follow the prescribed Scope of Support for TS Technicians for VoIP, DSL, and Local/Long wireline (workflows)
Handle business customers networks, ACN equipment, and troubleshooting flows
Provide expert advice and offer resolutions, communicating technical information in non-technical terms
Work closely with Supervisors, Manager, 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 trouble tickets
Keep current on new developments and techniques in VoIP and other 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 ACN s Customer Portal
May perform other duties as required
REQUIRED SKILLS AND ABILITIES:
Good troubleshooting and problem solving skills, ability to learn and adapt to new systems, process, and devices
Competence with the Windows Operating Systems (95/98/NT/2000/XP/Vista/Win7/Win8/Win10) and Mac
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
DESIRED SKILLS AND ABILITIES:
Bachelor Degree, Certification or equivalent work experience
Strong technical background in networking products, telephony, & technologies (Ethernet, wireless, IP, routing, switching, security) regarding VoIP, Cable, and DSL configurations
The employee must occasionally lift and/or move up to 10 lbs.
Specific vision abilities required by this job include close vision with computer monitor or screens
The employee is regularly required to talk and hear
The person in this position needs to occasionally move about inside the office
Position requires long periods of sitting or restricted to desk area to perform job duties
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
ACN is an equal opportunity employer.
ACN is one of the world s largest direct sellers of telecommunications, energy and other essential services, headquartered in Concord, North Carolina. We have global operations in 25 countries and have been rapidly growing since being founded in 1993. We are a privately-held, growth-oriented company that embraces entrepreneurial thinking, quick action, spirit, and teamwork!
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