[Remote] Senior Cloud Frontline Support Specialist at Acronis

Colombia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Cloud ComputingIndustries

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

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

Skills

Key technologies and capabilities for this role

Windows ServerLog AnalysisLinuxCLIVMware ESXiHyper-VMS ExchangeMS SQLMySQLOracle

Questions & Answers

Common questions about this position

What languages are required for this role?

Fluent English and Spanish (both verbal and written, Upper Intermediate as a minimum) are required.

What experience is needed for this position?

1 or more years of work experience in a similar role, preferably in Hosting tech support or Managed Service Provider business, is required. Knowledge of Windows Server administration basics, including gathering and analyzing logs and dumps, is also necessary.

Is remote work an option for this role?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What should I include in my application for this role?

Submit your resume and application in English.

Acronis

Data protection and cybersecurity solutions provider

About Acronis

Acronis provides a range of solutions that combine data protection and cybersecurity to address various challenges related to safety, accessibility, privacy, authenticity, and security. Their products include antivirus software, backup services, disaster recovery options, and endpoint protection management. Acronis also utilizes AI-based antimalware and blockchain technology for data authentication, ensuring that data, applications, and systems are protected in any environment. What sets Acronis apart from its competitors is its comprehensive approach to cyber protection, which integrates multiple aspects of data security into a single platform. The company's goal is to ensure that users can trust their data is safe and accessible, while also maintaining privacy and authenticity.

Schaffhausen, SwitzerlandHeadquarters

2003Year Founded

$640.1MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Cybersecurity, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Medical, dental, &vision insurance plans

Life Insurance, STD and LTD policies

401(k) retirement plan and company match

Corporate rates and discounts

Competitive package

Flexible working hours

3+ weeks of PTO and 10 paid holidays

Smart casual dress code

Free snacks and drinks

Office social events

Risks

Emerging cybersecurity firms with lower costs may erode Acronis's market share.

Rapid AI-driven cyber threats require costly updates to Acronis's defenses.

Geopolitical risks may affect Acronis's expansion into new markets like Bangladesh.

Differentiation

Acronis integrates cybersecurity and data protection, addressing SAPAS challenges comprehensively.

The company uses AI-based antimalware and blockchain for advanced data authentication.

Acronis offers flexible deployment models for service providers and IT professionals.

Upsides

Growing demand for integrated cybersecurity solutions boosts Acronis's market potential.

Expansion of global cybersecurity market offers significant growth opportunities for Acronis.

Acronis's partnerships in sports highlight niche market opportunities.

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