Cloud Software Support Specialist with Portuguese - LATAM

📋 Description

• • As a Cloud Software Support Specialist at Acronis, you will be at the forefront of protecting the digital world, serving as a critical point of contact for our global customer base and Managed Service Providers (MSPs).
• • Your primary responsibility will be to provide expert technical support, configuration assistance, and in-depth troubleshooting for Acronis' cutting-edge cyber protection software solutions.
• • You will engage with customers and partners through various communication channels, including email, phone, and live chat, ensuring timely and effective resolution of their technical inquiries.
• • A key aspect of this role involves performing thorough technical analysis of customer-reported problems, meticulously documenting findings, and developing comprehensive plans for resolution.
• • You will act as a vital liaison between our customers and internal Acronis resources, including the Expert team, translating complex technical issues and ensuring clear communication pathways.
• • Building and maintaining strong, positive relationships with our partners will be paramount, fostering trust and ensuring their success with Acronis solutions.
• • You will collaborate daily with other engineers and support specialists, sharing knowledge, providing technical action plans, and taking ownership of cases that require escalation to higher tiers of support.
• • A significant part of your role will be to meet and exceed Key Performance Indicators (KPIs) specifically set for your position, focusing on customer satisfaction, individual productivity, the quality of interactions, and other relevant metrics.
• • You will be responsible for meticulously recording all relevant communication, documentation, and files pertaining to customer cases within our support system, ensuring data integrity and traceability.
• • This role demands a proactive approach to problem-solving, anticipating potential issues and offering solutions before they significantly impact customer operations.
• • You will contribute to the continuous improvement of our support processes and documentation by identifying trends in customer issues and providing feedback to product and engineering teams.
• • The ability to manage multiple support tickets simultaneously, prioritizing effectively to address critical issues promptly, is essential for success in this dynamic environment.
• • You will be expected to stay abreast of the latest developments in Acronis' product suite and the broader cybersecurity landscape to provide the most accurate and up-to-date support.
• • This position offers a unique opportunity to deepen your technical expertise in cloud software, cybersecurity, and data protection technologies while making a tangible impact on customer success and business continuity.
• • You will be an integral part of a global team dedicated to delivering exceptional customer experiences and upholding Acronis' reputation as a leader in cyber protection.
• • The role requires a blend of technical acumen, strong communication skills, and a customer-centric mindset, ensuring that every interaction reinforces Acronis' commitment to its users.
• • You will gain exposure to a wide range of technologies and business applications, enhancing your professional development and career growth within a rapidly expanding tech company.
• • Your efforts will directly contribute to safeguarding businesses worldwide against evolving cyber threats, ensuring their data is protected and their operations remain uninterrupted.
• • This is a remote position based in Brazil, offering flexibility and the opportunity to work with a diverse, international team.
• • You will be empowered to take initiative, drive solutions, and contribute to a culture of innovation and accountability.
• • The role involves understanding and applying basic Windows Server administration principles, including the ability to gather and analyze various Windows logs and dumps to diagnose issues effectively.
• • You will be expected to articulate complex technical information clearly and concisely to both technical and non-technical audiences.
• • Developing and executing effective technical action plans for resolving customer issues will be a core responsibility.
• • You will be instrumental in ensuring customer retention and satisfaction by providing reliable and efficient support.
• • This role is perfect for someone passionate about technology, eager to learn, and dedicated to helping customers succeed in the digital realm.