Acronis sets the standard for cyber protection and our mission is to empower people by providing them with cutting edge technology that will enable them to monitor, control, and protect the data that their business’ and lives depend on.
As a Cloud Software Support Supervisor you will be responsible for managing our Americas Cloud Frontline team that delivers Tier 1 support to Acronis' MSP's, partners and customers, and resolving Acronis Cyber Platform technical incidents in NAM and LATAM. You will lead the team to success by helping our Cloud Frontline Support team deliver solutions and initial product setup, as well as perform initial issue troubleshooting, escalation, and communication with our MSP's and partners. You will also personally be involved in resolving partner escalations and complaints and conducting respective root cause analysis reviews. This role requires an individual who has great leadership and people-management abilities as well as technical and effective communication skills.
Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ business, so we are looking for a highly-motivated individual who thrives in a fast-paced and high-volume, work environment. The ideal candidate for this position will not only possess the skills and experience required but will also possess a positive attitude and ability to solve complex problems and work in a fast-paced and rapidly changing environment. And just like every position at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.
RESPONSIBILITIES:
• Supervise the team of Technical Support Specialists, delivering T1 support to our Cloud/MSP partners and customers
• Achieve personal and team-level support goals, objectives and performance standards, including CSAT, SLA (Service Level Agreement) in email/chat/phone, time to resolution, and quality of service
• Manage case volume distribution, daily productivity, escalation, and training
• Hands-on involvement in resolving partner escalations and complaints (arrange/drive escalation calls and conduct respective root cause analysis reviews)
• Implement and execute approved policies, procedures and standards
• Monitor Support Specialist's daily activity and interactions, such as calls, chats, and remote sessions
• Run regular team meetings to discuss currents goals, results, volume drivers, department and organizational changes, and updates
• Deliver case quality reviews and analyze Support Specialist's performance to create individual development plans
• Lead weekly/bi-weekly 1:1 meetings with each team member to support and discuss their performance, productivity, development and training plans
REQUIREMENTS:
• Bachelor's Degree, or equivalent professional experience
• 2+ years of experience in a leadership or management role in technical support
• In-depth understanding of key technical support metrics and hands-on experience of managing support/customer service KPI's
• Fluent English (both written and verbal)
• Fluent Spanish is strong plus
• Strong customer focus and ability to resolve customer complaints on all levels
• Excellent communication and presentation skills
• Ability to adapt and succeed in a changing environment
• Demonstrated decision-making skills and commitment to customer service excellence
• Good knowledge of data reporting and analytic tools and technologies
• Strong relationship building skills: develops and maintains constructive relationships among the team members and manages disagreements effectively
• Strong drive for results; demonstrates and fosters a sense of urgency and strong commitment to achieving goals
• Ability to work well without supervision and commitment to travel and work away from home across different geographical locations as required
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.
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