Technical Support - Danish Speaking

ACN Inc.ACN Europe, a fully owned subsidiary of ACN Inc., markets telecommunications services to residential customers and small businesses in 15 European countries.ACN's cornerstone product is fixed telephony (local, national and international calling).In addition, ACN markets mobile services in selected markets and will in a short time launch VoIP in several countries.Therefore we are now looking for Danish speaking Customer Care Agents (CCA) with technical skills at ACNs office in Åmål, (www.amal.se) Sweden, 170 km north of Göteborg. We offer you relocation package, help with finding accommodation and two paid home trips within your first 12 months.Position purpose The purpose of this position is to provide the customer second line of technical support for the VoIP products and services, via phone, email, fax or mail.VoIP CCA's must be able to quickly get to the root of customer problems by analyzing, troubleshooting and ultimately resolving customer product concerns.I. Principle Accountabilities A. Answering incoming calls and handling customer correspondence: 1. Provide accurate information pertaining to ACN products, policies and procedures 2. Assume case ownership on every call and manage customer relations effectively B. Troubleshooting and problem solving: 1.Ability to identify and resolve issues pertaining to policy and procedures 2. Accurately complete all necessary forms and data fields 3. Identify and resolve technical problems related to VoIP products, firmware, logistics, connectivity, programming, call quality, networking, and portability while successfully maintaining set performance objectives C. Adaptability: 1. Able to work in a fast-paced environment and handle multiple tasks simultaneously 2. Keep current on new developments and identify process improvement areas and training needs 3.All other duties as required II. Required Skills and experience o Excellent command of Danish language (native or near-native speaker) o Good command of English language (written, verbally) o Excellent presentation, writing, customer-facing and interpersonal skills o Exceptional troubleshooting and problem solving skills are required o Must be organized and timely and able to remain focused and calm in pressure situations o Technical background in networking products & technologies, Ethernet, wireless, IP, routing, switching, VPN and security o Good working knowledge of IPX and TCP/IP addressing and configuration, Ethernet and Token Ring networks, hubs and routers o Experience in troubleshooting DSL issues in a residential environment o Working understanding of DSL, DNS, PPOE, DHCP and Windows OS.o College degree or experience in telecommunications or related major o 3+ years experience in technical customer service, preferably in the telecommunications or related industry o 1 year experience in a VoIP technology environment is advantageous o 2 years of telephony and networking experience o Please visit our website acneuro.com.