Virtual Tech Support Specialist Bilingual in Concord, NC at ACN Jobs

Effective Date: 2020-01-07

Job Snapshot

  • Employee Type:
  • Location:
    Concord, NC
  • Effective Date:

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.   


· 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, 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  


· 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 (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  


· 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  

Minimum Requirements for At-Home Resources/Skills:  

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 (desk and chair) with a door, away from distractions  

· Ability to self-manage in a remote environment, including communication with customers and coworkers  

· Skilled and effective management of your own home Internet network, PC, and connections  

· Demonstrated flexibility, time management, resourcefulness, and ability to collaborate from virtual location   

· Personal PC and networking setup must meet below minimum specifications and maintained while employed:   

  • Stable High-speed Internet connection  
  • HD Webcam (+720p)  
  • Dual screen setup (laptop screen with an external monitor)  
  • Smartphone device with stable service (Windows, Android, or iOS)  
  • Noise Cancelling USB Headset