Frontline Support Specialist

Acronis; United States; Remote; USD 55,000 - 75,000; Full time

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.

Skills

Technical support

Troubleshooting

Customer service

Fluent English

Job description

Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Support Specialist to join our mission to create a #CyberFit future and protect all data, applications, and systems across any environment.

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