Acronis: Revolutionizing Cyber Protection
Acronis is at the forefront of cyber protection, offering integrated, all-in-one solutions to monitor, control, and safeguard the data essential for businesses and lives. We are seeking a Support Specialist to join our mission of creating a #CyberFit future and protecting all data, applications, and systems across any environment.
As a Support Specialist, your primary role will involve assisting customers with technical inquiries via email, phone, and chat. You will act as a crucial liaison between customers and internal Acronis resources, collaborating with the Expert team to address technical questions. This position is ideal for individuals who are passionate about helping others, adept at solving complex challenges, and skilled at creating positive customer experiences through meaningful interactions. Adaptability and strong communication and creative thinking skills are essential in this fast-paced role.
What You'll Do:
- Provide technical support, configuration assistance, and troubleshooting for software-related inquiries from clients via email, phone, and chat.
- Deliver timely and accurate status updates to customers and relevant internal stakeholders.
- Manage and track customer issues using a ticketing system to ensure prompt resolution, proper follow-up, and thorough documentation.
- Ensure all relevant communication, documents, and files pertaining to a case are accurately recorded in the support system.
- Advise and educate customers within procedural guidelines to provide complete solutions to their technical or service 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 home users. Our comprehensive, all-in-one solutions are designed for maximum efficiency, enabling the identification, prevention, detection, response, remediation, and recovery from modern cyber threats with minimal downtime, thereby ensuring data integrity and business continuity. We provide MSPs with the most complete security solution on the market, uniquely equipped to meet the demands of diverse and distributed IT environments.
Founded in Singapore in 2003, Acronis is a Swiss company with a global presence, boasting 15 offices worldwide and over 1800 employees across more than 50 countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is utilized by over 20,000 service providers to protect over 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 ability to contribute to the world daily are the cornerstones of our team. Every member of our “A-Team” plays a vital 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 collective growth and impact.
Our Interview Practices:
To ensure a fair and genuine hiring process, we kindly 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 personally, not a digital assistant. To maintain this integrity, we ask that you remove virtual backgrounds and that in-person interviews be included in our hiring process.
The use of AI-generated responses or third-party support during live interviews may result in disqualification from the recruitment process. A comprehensive criminal, education, and identification background check 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.
- 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).
