Senior Cloud Frontline Support Specialist

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October 8

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Acronis

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Cybersecurity • SaaS • Enterprise

Acronis is a global leader in cyber protection, offering integrated solutions for data backup, cybersecurity, and disaster recovery for businesses and service providers. The company is recognized for its comprehensive security capabilities, including managed detection and response (MDR), AI-powered email and cloud application security, and advanced endpoint management. Acronis also provides training and certifications for managed service providers (MSPs), enhancing their cybersecurity skills and knowledge.

1001 - 5000 employees

Founded 2003

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 $250M Private Equity Round on 2022-07

📋 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 problems and define plan for resolving it • Build and maintain 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 Spanish 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 • Experience and knowledge of Linux/UNIX basics, CLI would be considered a plus • Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) would be considered a plus • Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) would be considered a plus

🏖️ Benefits

• NA