Virtual Tech Support Specialist Bilingual

Company: ACN Opportunity, LLC.
Location: Concord
Posted on: March 20, 2023

Job Description:

Virtual Tech Support Specialist Bilingual in Remote Worker at ACN Jobs **Location:** Remote Worker **Job Description**If you're self-motivated, disciplined and resourceful, our at-home virtual agent role may be perfect for you! As a Technical Support Specialist, you'll 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 customer's 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 ACN's 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 emailACN 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 peripheralso Setup and active maintenance of smartphone deviceo Effective management of your home internet network, PC, and connectionso Proactive notification to ACN Management if/when the requirements change or impair your ability to work**PC & Peripheral Requirements:****Operating Systems:** Minimum Windows 8-64bit***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

Keywords: ACN Opportunity, LLC., Concord , Virtual Tech Support Specialist Bilingual, Other , Concord, California