Bilingual Software Support Specialist (Spanish/Portuguese)

Acronis; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Acronis is seeking an English-speaking Technical Support Specialist to help customers and partners resolve software issues via email, phone, and chat. You will diagnose problems, provide configuration guidance, and document cases clearly for escalation when needed.

Responsibilities include analyzing problems, coordinating with engineers, maintaining accurate records, and ensuring high customer satisfaction across regions including Spanish or Portuguese-speaking customers.

Qualifications

• Upper-intermediate or better written and spoken English and another language (Spanish or Portuguese).
• At least one year of experience in a similar support role, preferably hosting or MSP environments.
• Basic Windows Server administration and log/diagnostic data collection.

Responsibilities

• Diagnose and troubleshoot software-related issues and provide configuration guidance.
• Analyze reported problems and define practical steps toward resolution.
• Coordinate with engineers and escalation teams; own cases that require escalation.
• Maintain constructive relationships with customers and partners throughout the support process.
• Track customer satisfaction, productivity, and interaction quality goals.
• Keep case communications and files complete and accurate in the support system.

Skills

English (upper-intermediate)

Spanish or Portuguese (upper-intermed)

Customer service

Analytical skills

Troubleshooting

Clear communication

Tools

Windows Server

Job description

Acronis is seeking an English-speaking Technical Support Specialist to help customers and partners resolve software issues via email, phone, and chat. You will diagnose problems, provide configuration guidance, and document cases clearly for escalation when needed.

Responsibilities include analyzing problems, coordinating with engineers, maintaining accurate records, and ensuring high customer satisfaction across regions including Spanish or Portuguese-speaking customers.