Software Support Specialist, Spanish/Portuguese

This is a fully remote position, open to applicants in Brazil, +2 more countries.

📋 Description

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

• Conduct technical analysis of customer issues and establish resolution plans

• Develop and nurture robust relationships with customers and partners

• Collaborate daily with fellow engineers to provide technical action plans or take ownership of escalated cases

• Serve as a liaison between customers and internal Acronis resources by partnering with the Expert team

• Achieve and surpass role KPIs, including customer satisfaction, productivity, and quality of interactions

• Diligently document relevant communications, documents, and files in the support system

⛳️ Requirements

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

• Proficient in Spanish or Portuguese (both verbal and written, with a minimum of Upper Intermediate level)

• A minimum of 1 year of work experience in a similar capacity, ideally in Hosting tech support or Managed Service Provider environments

• Basic understanding of Windows Server administration, including the ability to gather and analyze Windows logs and dumps

• Competence in effectively communicating technical information

• Skillful in analyzing technical issues

• Outstanding customer service orientation and strong analytical abilities

• Resume and application must be submitted in English

• Experience and knowledge of Linux/UNIX basics and CLI is a plus

• Familiarity with modern virtualization technologies such as VMware ESXi and Microsoft Hyper-V clusters is a plus

• Experience with business applications like MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers is a plus

🏝️ Benefits

• Equal opportunity employer

• Employment offers are contingent upon the successful completion of applicable criminal, education, and identity background checks