ACN is the largest direct selling company of services in the world. ACN is present in North America, Europe and Asia-Pacific, offering consumer telecommunication services, such as Mobile, Fixed telephony, Dual- and Triple-Play services) under its own brand , and other essential subscription services to residential households like energy and home security. Our products and services are sold through a network of independent representatives in Europe and we focus on consumers and (small) business.
ACN manages its European business from its European Headquarters in Amsterdam, Netherlands, and operational offices in Åmål, Sweden, and Wroclaw, Poland.
Working at ACN Europe means working in a dynamic and very international environment.
At present, over 400 employees with over 30 different nationalities are working in our European offices. Our professionals work in the field of Customer Service, Finance, Product Management, IT, Marketing and HR. ACN is a privately owned company and has its global headquarters in the United States.
To further strengthen our team, we are looking for:
Tech Support Tier 2
(Digital Product Associate II )
ref: DPA/06/14
Work Place: Wrocław, Poland
Summary of Role
The purpose of this position is to provide the second line of technical support for all ACN Digital Products to our end users. The Digital Product Associate II must be able to quickly resolve issues by analyzing problems and proposing solutions.
Major Tasks
• Receive process and resolve trouble tickets escalated by Tier 1. Identify and confirm the customer’s issues (such as call quality, registration issues, networking problems) or product issues (hardware, software, functionality, defects).
• Answer incoming Technical queries from customers and/or representatives, establish effective communication channels to resolve end-user issues and explain solutions in simple, non-technical terminology.
• Registration of all contacts in the computer system to build customer history to assist CSR’s when customer/Rep has further questions.
• Prioritize workload and resolve cases in quickest manner possible.
• Establish effective communication channels to resolve end-user issues and explain solutions in simple, non-technical terminology.
• Provide Technical expertise and mentoring to Tier 1 agents.
• Interface with Tier 3 support group and Engineering to resolve Customer and product issues
• Utilize provided Case Management system to track and enter updates on trouble tickets.
• Keep yourself up to date on new developments, methodologies, and techniques in VoIP and Networking technology associated with your position.
• Identify process improvement areas and training needs.
• Provide Technical support for MVNO customers
• All other Operational duties as required.
ACN offers:
• A stable full-time job
• Full on the job training
• Relocation package
• Multisport Card
• Private medical care
• Team events
• Internal soft skills trainings
• Additional days off for years of service
• Nice and friendly atmosphere
• Opportunity to work in a multicultural environment
Knowledge and skill requirements:
• 2+ years’ experience in technical customer service, preferably in telecommunications
• Preferably 1 year of experience in a VoIP technology environment
• 2 years of telephony and networking experience
• Fluent in German and English (written, oral)
• Fluent in Danish will be an asset
• College degree in telecommunications or related major
• Home Computer networking knowledge is essential
• Strong technical background in networking products, telephony, & technologies (Ethernet, wireless, IP, routing, switching, VPN, security)
• Good working knowledge of TCP/IP addressing and configuration, Ethernet Networks and Network hardware (DSL Modems, Routers, Bridges, etc)
• Working understanding of DSL, including troubleshooting DSL issues in a residential environment.
• Understanding of DHCP and preferably PPPOE
• Working understanding of DNS
• Specific knowledge of VoIP, SIP and iTV is preferable
• Thorough understanding of the Windows Operating Systems (XP/Vista/7/8) installation and configuration - particularly how to setup windows networking
ACN to obecnie największa na świecie firma sprzedaży bezpośrednie... Rozwiń
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