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Cloud Frontline Support Technical Lead

Acronis

Acronis

IT, Customer Service
Kuala Lumpur, Malaysia
Posted on Friday, April 5, 2024

Acronis is a world leader in cyber protection—empowering people with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for someone who is ready to join our mission in creating a #CyberFit future!

As a Technical Lead, you are the 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

Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up

WHAT YOU'LL DO

  • Improve and maintain Acronis Support Engineers technical knowledge to improve customer experience and achieve Acronis Support goals, including but not limited to CSAT and Quality.
  • Be 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.
  • Host technical 1-1 feedback sessions with Engineers.
  • Perform 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.
  • Prepare 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.
  • Arrange monthly advanced technical trainings for all Support Engineers, including in-depth 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 Support organization.
  • 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.

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

  • Bachelor or Master Degree, or equivalent professional experience;
  • 2-3 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 nurture 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, creating an environment in which people communicate honestly and openly and information is readily shared;
  • 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 drive for results. Able to demonstrate a sense of urgency and strong commitment to achieving goals;
  • 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.

*Please submit your resume and application in English

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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