Cloud Frontline Support Specialist, Spanish
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Job Description
Cloud Support Specialist providing technical assistance and troubleshooting at Acronis, a global cybersecurity leader. Collaborating with customers and engineers to ensure high satisfaction and resolution of software inquiries.
Responsibilities:
- Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for customers and MSPs
- Perform technical analysis of customer problems and define plan for resolving it
- Build and maintain strong relationships with partners
- Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation
- Work closely with the Expert team to answer Customers’ technical questions (act as liaison between the customer and internal Acronis resources)
- Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality and others)
- Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system
Requirements:
- Fluent English and Spanish language (both verbal and written, Upper Intermediate as a 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
- Experience and knowledge of Linux/UNIX basics, CLI would be considered a plus
- Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) would be considered a plus
- Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) would be considered a plus
Benefits:
- No information provided on benefits
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