Digital Product Associate II with French

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 a:

Digital Product Associate II with French

Ref: DPS/FR/10/13PR

Work Place: Wrocław, POLAND
 

The purpose of this position is to provide the second line of technical support for our Digital Product range for our end users. The Digital Product Associate II must be able to quickly resolve issues by analyzing problems and proposing solutions.

Responsibilities and duties:
• 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). 
• 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.
• All other duties as required.

Knowledge and skill requirements:
• Excellent understanding of DSL is a must.
• Very good command of French and English (written and spoken)
• 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) installation and configuration - particularly how to setup windows networking and some understanding of Unix would be a bonus
• Preferable: Cisco certification(s)
• College degree in telecommunications or related major
• 3+ 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
• Highly developed computer literacy skills

ACN offers:

• A stable full-time job
• Full on the job training
• Multisport Card
• Private medical care
• Team events
• Internal soft skills trainings
• Nice and friendly atmosphere
• Opportunity to work in a multicultural environment

We are seeking candidates who are committed to learning new skills, are flexible and adaptable to change.