Acronis is at the forefront of cyber protection, offering integrated, all-in-one solutions designed to monitor, control, and safeguard the data essential for businesses and lives. We are seeking a dedicated Support Specialist to join our mission to foster a #CyberFit future and ensure the protection of all data, applications, and systems across every environment.
As a Support Specialist, your primary role will involve assisting customers with their technical inquiries through email, phone, and chat. You will act as a crucial liaison between customers and internal Acronis resources, collaborating closely with the Expert team to address technical questions. This position is ideal for individuals who are passionate about helping others, adept at solving complex problems, and committed to creating positive customer experiences through meaningful interactions. Adaptability and strong communication skills are vital in this fast-paced role, where creative thinking is highly valued.
WHAT YOU'LL DO
- Provide technical support, configuration assistance, and troubleshooting for software-related customer inquiries via email, phone, and chat.
- Deliver timely and accurate status updates to both customers and relevant internal stakeholders.
- Manage and track customer issues using a ticketing system to ensure prompt resolution, thorough follow-up, and comprehensive documentation.
- Ensure all relevant communications, documents, and files pertaining to a case are accurately recorded within the support system.
- Educate and advise customers, adhering to procedural guidelines, to provide complete solutions for their technical or service-related questions.
WHO WE ARE
Acronis is a global leader in cyber protection, delivering integrated cybersecurity, data protection, and endpoint management solutions for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments, and individual users. Our comprehensive, all-in-one solutions are engineered for maximum efficiency, designed to identify, prevent, detect, respond, remediate, and recover from modern cyber threats with minimal disruption, thereby ensuring data integrity and business continuity. We provide MSPs with the most complete security solution available, uniquely equipped to meet the demands of diverse and distributed IT infrastructures.
Founded in Singapore in 2003, Acronis is a Swiss-headquartered company with a global presence, operating 15 offices worldwide and employing over 1800 professionals across more than 50 countries. Acronis Cyber Protect is accessible in 26 languages and available in 150 countries, serving over 20,000 service providers who protect more than 750,000 businesses.
Our corporate culture emphasizes making a positive impact on the lives of our employees and the communities we serve. Mutual trust, respect, and the belief in our collective ability to contribute positively to the world every day form the bedrock of our team. Every member of our “A-Team” plays a critical role in the success of our innovative and expanding business. We seek individuals who thrive in dynamic, global settings and possess a persistent, never-give-up attitude, contributing to our shared growth and influence.
To ensure a fair and authentic hiring process, we request that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to evaluate your individual skills, experiences, and communication style. We value authenticity and aim to get to know you, not a digital assistant. To uphold this integrity, we ask that you remove virtual backgrounds and that in-person interviews are included in our hiring process.
The use of AI-generated responses or third-party support during live interviews may lead to disqualification from the recruitment process. A comprehensive background check, including criminal, educational, and identification verification, is required for all new hires.
WHAT YOU BRING
- Fluent German and English (both verbal and written, Upper Intermediate as a minimum).
- Ability to analyze technical issues.
- Capacity to convey technical information effectively.
- Excellent analytical skills.
- Exceptional customer service approach.
- Previous Call Center experience in a customer/technical support setting (preferably in Hosting tech support or Managed Service Provider business).
