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 Frontline Support Specialist Intern you will be responsible for helping support MSP's, partners and customers of Acronis, and resolving Acronis Cyber Platform technical incidents with help from available resources (knowledge base, public and internal documentation) and by coordinating with other team members within our Support organization. You will learn how to craft solutions and deliver initial product setup, perform initial issue troubleshooting, escalate issues to the next Support level, and communicate with MSPs to their complete satisfaction. This job is perfectly suited for a recent graduate or individual who wants to get hands-on experience and start their career in technical support. This role requires an individual who has great technical knowledge, interacts well with others, and has 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:
• 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).
REQUIREMENTS:
• Technical Support knowledge and/or education in IT/Computer Science related fields
• Fluent English (both verbal and written)
• Eager to learn and grow
• Good communication skills and customer service, ability to prioritize and switch between a variety of time-sensitive issues
• Passion for troubleshooting, and ability to come up with efficient solutions for complex cross-platform issues
• Experience/knowledge in any of the following areas strongly preferred:
• Knowledge of Windows Server administration basics (know how to gather and analyze various Windows logs and dumps)
• 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)
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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