Cloud Software Support Specialist with English and Hebrew
Responder al anuncioAcronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Cloud Software Support Specialist to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment.
In this role you will be acting as liaison between the customers (Service Providers Partners) and internal Acronis resources. On a daily basis you will be dealing with various software related technical questions, via phone, email and chat, delivering best in class client experience.
WHAT YOU'LL DO
- Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for customers and MSPs.
- Perform technical analysis of customer problem and define plan for resolving it.
- Be responsible for building and maintaining 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.
WHAT YOU BRING
- Fluent English (both verbal and written) and Hebrew (native).
- 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.
Would be considered a plus if you have
- Experience and knowledge of Linux/UNIX basics, CLI.
- Awareness of 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).
*Please submit your resume and application in English.
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