As the Frontline 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). This is an exciting opportunity for someone who enjoys helping others, solving complex challenges, and creating positive experiences through meaningful interactions. A great support specialist is adaptable and thrives in a fast-paced environment where clear communication and creative thinking are key.
WHAT YOU'LL DO
- Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for clients
- Provide timely & accurate status updates to customers and relevant internal stakeholders
- Track customer issues using a ticketing system to ensure quick resolution and proper follow-up and documentation
- Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system
- Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions
WHO WE'RE LOOKING FOR
- 3+ years of experience technical support and troubleshooting software issues
- Fluent English (both verbal and written, Upper Intermediate as minimum)
- Ability to analyze technical issues
- Ability to convey technical information effectively
- Excellent analytical skills
- Exceptional customer service approach
- Prior Call Center experience in a customer/technical support setting (preferably in Hosting tech support or Managed Service Provider business)
WHO YOU ARE
- Detail-oriented, organized, and motivated to learn.
- Hands-on, dependable, and results-driven, with a strong sense of ownership
- Collaborative and team-focused, committed to supporting colleagues and building positive working relationships
- Adaptable and resilient, able to handle shifting priorities, never give up attitude
Skills Required
- 3+ years of experience in technical support and troubleshooting software issues
- Fluent English, both verbal and written, with Upper Intermediate proficiency at minimum
- Ability to analyze technical issues
- Ability to convey technical information effectively
- Excellent analytical skills
- Exceptional customer service approach
- Prior call center experience in a customer or technical support setting
- Experience in hosting technical support or a Managed Service Provider business
Acronis Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Acronis and has not been reviewed or approved by Acronis.
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Healthcare Strength — Health coverage is described as strong, with low-cost options and even a no-deductible plan reported in the U.S. Feedback suggests medical, dental, and vision coverage are comprehensive and valued.
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Retirement Support — Retirement offerings include a 401(k) with company match that is consistently highlighted. Feedback suggests the match is meaningful and a notable part of the package.
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Leave & Time Off Breadth — Time off is portrayed as generous, including substantial PTO and a broad U.S. holiday calendar. Employer materials reinforce this with references to a “generous vacation policy.”
Acronis Insights
What We Do
Acronis unifies data protection and cybersecurity, delivering cyber protection that solves safety, accessibility, privacy, authenticity, and security (SAPAS) challenges. Acronis offers antivirus, backup, disaster recovery, endpoint protection management solutions, and award-winning AI-based antimalware and blockchain-based data authentication technologies through service provider and IT professional deployment models. These solutions protect data, applications, and systems in any environment. Founded in Singapore in 2003 and incorporated in Switzerland in 2008, over 5.5 million home users and 500,000 companies, including 100% of the Fortune 1,000, trust Acronis. Acronis products are available through 50,000 partners and service providers in over 150 countries and 40 languages.
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