Support Analyst at Acronis

Bulgaria

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, TechnologyIndustries

Requirements

BA/BS degree or equivalent experience
1+ years of experience in a Customer service environment
Strong verbal and written English communication skills
Advanced Excel & PowerPoint skills
Strong Customer focus
Strong analytical skills
High Attention to details
Ability to foster a sense of teamwork and cross-functional collaboration
Speaks German

Responsibilities

Design, build and maintain the process of reporting Support volume to Product stakeholders
Use statistical methods to identify areas for improving Acronis products quality and usability; to reduce Support volume
Deliver the change request ideas and present findings to respective product teams based on the volume analysis
Ensure regular Support volume reports of a high quality are delivered on time
Maintain up-to-date list of current technical problems with Service Provider and Business products for Support teams. Make sure it is easy to access, navigate and search through
Convert Support volume drivers to public and internal articles in Acronis knowledgebase
Provide regular and ad hoc reports/analysis on-demand
Convert Support volume analysis findings to Acronis self-service systems improvements

Skills

Key technologies and capabilities for this role

Data AnalysisStatistical MethodsReportingSupport AnalyticsKnowledge Base ManagementGermanProduct Quality Improvement

Questions & Answers

Common questions about this position

What qualifications and experience are required for the Support Analyst role?

A BA/BS degree or equivalent experience is required, along with 1+ years in a customer service environment, strong analytical skills, advanced Excel and PowerPoint skills, strong English communication, customer focus, attention to details, and ability to foster teamwork.

Is German language proficiency required for this position?

Yes, the role requires a Support Analyst who speaks German.

What is the employment type for this Support Analyst position?

The position is full-time.

What does the application process involve for this role?

Please submit your resume and application in English.

What is the salary or compensation for the Support Analyst role?

This information is not specified in the job description.

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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