Support Portal Specialist

Описание

Acronis is dedicated not just to cyber protection but to the general protection of its potential and current employees, interviews are being held virtually during the current global COVID-19 situation.

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Support Portal Specialist who is ready to join us in creating a #CyberFit future and protecting the digital world!

We are looking for a person on this position who will be responsible for ensuring Customer Care Volume control, report and decrease by driving respective initiatives towards improving Partner and Customer experience and achieving high quality of support.

WHAT YOU'LL DO

Day-to-day support operations

Be responsible for solving non-technical issues reported in Licensing and Customer Care questions skype chats
Daily work with Acronis Partners to answer technical questions via email
Focus on fast and effective technical issues troubleshooting on Partner Portal
Be responsible for handing GDPR/Compliance escalations from Support to Compliance Team
Use statistical methods to identify areas for operational improvement and make suggestions for streamlining processes
Compose and maintain the list of Customer Care volume drivers, respective JIRA tasks, stratus and owner (ADN)
Provide regular and ad hoc Customer care reports to Support Management Team
Deliver the change request ideas/present findings to respective Product Teams, based on the Volume analyses
Report issues with web-site, email notifications and other systems to the respective departments
Inform department about changes in processes (RIA process)
Quality and CSAT improvement

Create initiatives to improve self-service systems
Create refreshers for Global support on regular basis
Constantly develop and improve oneself: improve training/technical and soft skills
Additional responsibilities (considering business priorities/given enough time)

Create/update/localize Customer Care KB content under supervision of Knowledge Base Content Manager
Perform individual assignments
WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

At least 1 year of experience in a customer service environment.
Attention to detail and strong customer focus.
Strong analytical skills.
Ability to foster a sense of teamwork and cross functional collaboration.
Demonstrates adaptability by working effectively in the face of ambiguity, shifting priorities, and rapid change.
Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
BA/BS degree or equivalent experience.
Strong verbal and written English communication skills.
WHO WE ARE

Acronis is revolutionizing cyber protection by integrating backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—physical, virtual, cloud, and mobile—all at a low cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis is truly a global organization with more than 1,900 employees in 33 locations in 18 countries. Its solutions are trusted by more than 5.5 million consumers and 500,000 businesses, including 100% of the Fortune 1000 companies. Acronis products are available through 50,000 partners and service providers in over 150 countries in more than 30 languages. Acronis is in an exciting phase of growth and expansion, recently receiving a $250 million investment from CVC Capital Partners, bringing the total valuation to more than $2.5 billion.

WE OFFER

Attractive remuneration
Public Transport Support
Multisport card
Additional Health & Dental insurance
Annual paid leave of 25 working days
Free fresh fruits in the office
Free drinks (Coffee/Tea/Water)
Free parking slot
Tickets for conferences and seminars
Challenging atmosphere and interesting projects
Future career development in a multinational company
Offsite events and parties
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

Контакт център (call centers)

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София, ул. Сан Стефано 22, ет. 3

Дата:

19.07.2022

Организация:

Acronis
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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