Cyber-Protection Support Specialist

Acronis

United States

Remote

USD 55,000 - 75,000

Full time

10 days ago

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Acronis is seeking a Frontline Support Specialist to help customers with technical questions via email, phone and chat. You will work with the Expert team to address inquiries, acting as liaison between customers and internal resources.

This role suits someone who enjoys solving complex challenges and delivering positive customer experiences in a fast-paced environment. The ideal candidate will have 3+ years of technical support experience, strong English skills, and the ability to communicate

Qualifications

3+ years of experience in technical support and troubleshooting software issues.
Fluent English (written and spoken) at least Upper-Intermediate.
Ability to analyze technical issues and convey complex information clearly.
Excellent analytical and customer service skills.
Prior call center experience in hosting tech support or MSP is a plus.

Responsibilities

Provide technical support, configuration and troubleshooting via email, phone and chat for clients.
Provide timely and accurate status updates to customers and internal stakeholders.
Track issues using a ticketing system to ensure quick resolution and proper follow-up.
Ensure all communications, documents, and files related to cases are recorded in the support system.
Educate customers within procedural guidelines to achieve complete solutions.