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

Fluent English and Portuguese 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 plus
Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) would be considered plus
Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) would be considered plus
Please submit your resume and application in English

Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses

Cloud Software Support Specialist, Portuguese

Key skills