Acting as a liaison between customers and internal Acronis resources, providing technical support, configuration, and troubleshooting via phone, email, and chat.
- Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for clients
- Provide timely & accurate status updates to customers and relevant internal stakeholders
- Track customer issues using a ticketing system to ensure quick resolution and proper follow-up and documentation
- Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system
- Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Nice to have: Call Center experience
- Nice to have: Hosting tech support
- Nice to have: Managed Service Provider business experience
