Cloud Software Support Specialist

March 6

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Acronis

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Acronis is a global leader in cyber protection that seamlessly integrates data protection, cybersecurity, and endpoint management for Managed Service Providers (MSPs). Offering solutions such as backup, disaster recovery, and advanced endpoint detection and response, Acronis ensures comprehensive security for various workloads across multiple platforms. With a commitment to protecting clients against modern threats, Acronis provides a robust cybersecurity framework that incorporates data governance and compliance, making it a trusted choice for businesses seeking reliable IT management solutions.

backup • software • data protection • virtualization • cloud

1001 - 5000 employees

Founded 2003

🔒 Cybersecurity

☁️ SaaS

📋 Description

• Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for customers and MSPs. • Perform technical analysis of customer problem and define plan for resolving it • Be responsible for building and maintaining strong relationships with partners • Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation • Work closely with the Expert team to answer Customers’ technical questions (act as liaison between the customer and internal Acronis resources) • Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality and others) • Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system

🎯 Requirements

• Fluent English and Portuguese language (both verbal and written, Upper Intermediate as a minimum) • 1 or more years of work experience in a similar role (preferably in Hosting tech support or Managed Service Provider business) • Knowledge of Windows Server administration basics (know how to gather and analyze various Windows logs and dumps) • Ability to convey technical information effectively • Ability to analyze technical issues • Exceptional customer service approach and Excellent analytical skills • Would be considered plus if you have Experience and knowledge of Linux/UNIX basics, CLI • Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) • Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)