[Hiring] Cloud Frontline Support Specialist @Acronis

Role Description

In this role you will be acting as liaison between the customers 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.

• Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for customers and MSPs
• Perform technical analysis of customer problems and define plan for resolving it
• Build and maintain strong relationships with partners
• Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation
• Work 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 system

Qualifications

• Fluent English and French language (both verbal and written, Upper Intermediate as a minimum)
• Knowing additional language would be a plus
• 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 effectively
• Ability to analyze technical issues
• Exceptional customer service approach and Excellent analytical skills

Requirements

• Experience and knowledge of Linux/UNIX basics, CLI would be considered a plus
• Awareness 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)

Benefits

• Please submit your resume and application in English

Company Description

A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.

• Our corporate culture centers on innovation, accountability, and impact.
• We encourage our people to think boldly, challenge conventional approaches, and take ownership of outcomes.
• As a member of our global “A-Team,” you’ll operate in a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success.