Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for a Cloud Software Support Specialist who is ready to join our mission in creating a #CyberFit future!In this role you will be acting as liaison between the customers (Service Providers Partners) and internal Acronis resources. On a daily basis you will be dealing with various software related technical questions, via phone, email and chat, delivering best in class client experience.Every member of our "A-Team" has an instrumental role and impact on the success of Acronis innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.WHAT YOU'LL DOProvide 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 itBe responsible for building and maintaining strong relationships with partnersInteract daily with other engineers to provide technical action plans or take ownership of cases that require escalationWork 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 systemWHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)Fluent Spanish and English (both oral 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 effectivelyAbility to analyze technical issuesExceptional customer service approach and Excellent analytical skillsWould be considered plus if you haveExperience and knowledge of Linux/UNIX basics, CLIAwareness 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 EnglishWHO WE AREAcronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.WE OFFERCompetitive BenefitsEmployee recognition program – CyberDragon AwardEmployee referral bonus programHybrid and flexible working mode25 days paid annual leaveSupplementary health insurance for employees and family members, including dental treatmentChildbirth bonusMonthly sports card for employees and family membersMonthly public transport cardOffice BenefitsConvenient and modern office location in the Building of the year including office massage and game roomsFree parking for cars, bikes and bicyclesFree lunch vouchersParties, team-buildings and birthday complimentsProfessional DevelopmentGlobal mentorship programIn-house training and professional development activitiesCertification coursesParticipation in conferences and seminarsAcronis 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.#LI-LD1
