Frontline Support Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver technical assistance, configuration, and troubleshooting for software-related inquiries through email, phone, and chat for clients.

• Provide prompt and precise status updates to customers and pertinent internal stakeholders.

• Monitor customer issues utilizing a ticketing system to guarantee swift resolution and appropriate follow-up and documentation.

• Ensure that all relevant communications, documents, and files associated with the case are accurately logged in the support system.

• Guide and educate customers within procedural guidelines to ensure a comprehensive solution to their technical or service inquiries.

• Collaborate closely with the Expert team and serve as a liaison between customers and internal Acronis resources.

⛳️ Requirements

• Over 3 years of experience in technical support and troubleshooting software issues.

• Proficient in English (both spoken and written, with a minimum of Upper Intermediate level).

• Capability to analyze technical issues effectively.

• Skill in conveying technical information clearly.

• Strong analytical abilities.

• Outstanding customer service orientation.

• Previous experience in a Call Center environment within a customer/technical support role (ideally in Hosting tech support or Managed Service Provider context).

• Detail-oriented, organized, and eager to learn.

• Hands-on, reliable, and results-oriented, with a strong sense of ownership.

• Team-oriented and collaborative, dedicated to supporting colleagues and fostering positive working relationships.

• Adaptable and resilient, capable of managing shifting priorities with a never-give-up attitude.

🏝️ Benefits

• Comprehensive health insurance package.

• Opportunities for professional growth and development.

• Flexible working hours and the possibility of remote work.

• A vibrant and inclusive company culture.