Cloud Software Support Specialist
Acronis
- Austin, TX
- Permanent
- Full-time
- Answer how-to questions and customer care requests related to Acronis Cyber Platform
- Work on resolving various technical incidents for the MSPs involving Acronis products.
- Perform technical analysis of a technical issue and define an action plan for fixing it.
- Be responsible for building and maintaining strong relationships with partners.
- Maintain deep knowledge of Company operations to support partners' requests effectively.
- Interact with various departments (Experts, Partner Success, Analysts) to analyze and resolve problems.
- Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality and others
- Fluent English (both verbal and written) required
- Fluent Spanish is a strong plus
- 1 or more years of work experience in a similar role (preferably in Hosting tech support or Managed Service Provider business)
- Good communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues
- Hands-on experience administering Windows Server (know how to gather and analyze various Windows logs and dumps)
- Knowledge of Linux/UNIX basics, CLI - as a strong plus
- Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) - as a strong plus
- Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) - as a strong plus
- Passion for troubleshooting, ability to come up with efficient solutions for complex cross-platform issues.