As the Support Specialist, you will be responsible for working with customers to answer technical questions via email, phone and chat. You will work closely with the Expert team to answer Customers’ technical questions (act as liaison between the customer and internal Acronis resources).
WHAT YOU'LL DO
- 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
WHAT YOU BRING
- Fluent Italian and English (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)
*Please submit your resume and application in English
WHO WE ARE
Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments and home users. Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyberthreats with minimal downtime, ensuring data integrity and business continuity. We offer the most comprehensive security solution on the market for MSPs with our unique ability to meet the needs of diverse and distributed IT environments.
A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.
Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.
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Acronis Burlington, Massachusetts, USA Office
1 Van de Graaff Drive, Burlington, MA, United States, 01803
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