Software Support Incident Manager (Classic Vendors)
Acronis
Bucharest, Bucharest, Romania
2 zile în urmă

Acronis has pioneered the new IT discipline of Cyber Protection, which combines data protection and cybersecurity into a unique and integrated approach.

The Acronis Cyber Protect solution is a ground-breaking approach with innovative technology that is revolutionizing the industry as we know it.

Acronis is entering an exciting phase of rapid-growth and expansion, and has recently received a $250 million dollar investment from CVC Capital Partners, bringing our total valuation to more than $2.

5 billion. So we are looking for more talented and hard-working individuals who are ready for a new challenge and will join us on our mission to protect the digital world!

We are looking to hire an ambitious and driven Tech Lead. Tech Lead is a Subject Matter Expert whose primary objective is to improve the Team's technical knowledge.

He or she works closely with every Team member (with specific focus on knowledge outliers and new hires) to establish and eliminate knowledge gaps and to share troubleshooting best practice

We are looking for the next member of our A-Team. Are you a highly-motivated individual who thrives in a fast-paced and high-volume work environment?

Do you possess a positive can-do, never-give-up attitude? Do you play nice with others on a team? Are you ready to make an impact?

RESPONSIBILITIES :

  • Improve and maintain Acronis Support Engineers technical knowledge to improve customer experience and achieve Acronis Support goals, including but not limited to CSAT and NPS scores
  • Responsible for mentoring the new hires, introducing them to the work processes and sharing best practices for troubleshooting and handling cases
  • Perform shadowing and Side-by-Side sessions
  • Prepare and lead Technical Team Huddles, covering the new releases, Readiness Information Announcements, volume drivers, joint post-mortem cases discussion, errors from the real cases, best practices for cases management, Q&A sessions and other topics
  • Technical 1-1 feedback sessions with Engineers
  • Daily scrubs of cases with provided solutions, including adding the action plan to case comments and providing the daily feedback to the Support Engineers on missed opportunities
  • Analytical reports to the managers on a weekly and monthly basis covering the overall knowledge situation across the Team and action plan to improve it
  • Monthly advanced technical trainings for all Support Engineers, including in-depth details & case studies
  • Ensure integrity, strong work ethic, and high quality on the team through communicating issues and actionable items to the manager
  • Handle projects and assignments focused on driving improvements within service delivery, the tools, or processes used within.
  • Provide real time assistance for the cases to Support Engineers, including live media : chats, calls, remote sessions
  • Provide direct support to High value and very important customers
  • Be involved in the cases handling in case of high volume or other factors
  • REQUIREMENTS :

  • Bachelor or Master Degree, or equivalent professional experience
  • 1-3 years of experience in a customer service environment
  • Proven technical skills in Acronis products and services, including advanced software and system troubleshooting experience
  • Ability to build talent by providing regular performance feedback, coaching others in the development of their skills, and by effectively confronting problem performers directly
  • Excellent communication and presentation skills
  • Strong relationship building skills : develop and maintain constructive relationships with others and manages disagreements effectively
  • Basic knowledge of data reporting and analytic tools and technologies
  • Strong communication skills : create an environment in which people communicate honestly and openly and information is readily shared
  • Strong drive for results. Able to demonstrate a sense of urgency and strong commitment to achieving goals
  • Strong persuasion and influencing skills
  • Ability to foster a sense of teamwork and cross functional collaboration
  • Ability to gain the confidence and trust of others through principled leadership and sound business ethics.
  • Pursue self-development by actively developing own skills and capabilities to enhance performance and to achieve personal and organizational success
  • Able to adapt and succeed in a changing environment
  • Flexibility and commitment to travel and work away from home across different geographical locations as required
  • WHO WE ARE

    Acronis is revolutionizing cyber protection by unifying 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 all at a low and predictable cost.

    Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide.

    Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams.

    Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.

    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.

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