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 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).
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 WHAT YOU BRING Fluent Italian and English (both verbal and written, Upper Intermediate as minimum) 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 Would be considered plus if you have Experience and knowledge of Linux/UNIX basics, CLI 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) *Please submit your resume and application in English
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