Support Analyst

Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Support Analyst who speaks German to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment.

Responsibilities
As a Support Analyst, you will contribute to product and process improvements by identifying trends in incoming support volume. Your responsibilities will include reporting on and analyzing support data to uncover patterns, highlight issues, and identify opportunities for improvement. Key focus areas include:

• Technical issues related to Acronis Business and Service Provider products, such as Acronis Cyber Protect, Acronis Cyber Protect Cloud, and Acronis True Image.
• Usability questions and feature requests submitted by Acronis Customers and Partners.

In this role you will collaborates closely with R&D and Product Management teams to provide actionable insights and drive enhancements in product quality through comprehensive support volume analysis.

What You'll Do
Support analytics operations:

• Design, build and maintain the process of reporting Support volume to Product stakeholders.
• Use statistical methods to identify areas for improving Acronis products quality and usability; to reduce Support volume
• Deliver the change request ideas and present findings to respective product teams based on the volume analysis
• Ensure regular Support volume reports of a high quality are delivered on time
• Maintain up-to-date list of current technical problems with Service Provider and Business products for Support teams. Make sure it is easy to access, navigate and search through.
• Convert Support volume drivers to public and internal articles in Acronis knowledgebase
• Provide regular and ad hoc reports/analysis on-demand.

Quality And Customer Satisfaction (CSAT) Improvement

• Convert Support volume analysis findings to Acronis self-service systems improvements

What You Bring

• BA/BS degree or equivalent experience
• 1+ years of experience in a Customer service environment
• Strong verbal and written English communication skills
• Advanced Excel & PowerPoint skills
• Strong Customer focus
• Strong analytical skills
• High Attention to details
• Ability to foster a sense of teamwork and cross-functional collaboration.
• Please submit your resume and application in English

Who We Are
Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments and home users. Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyberthreats with minimal downtime, ensuring data integrity and business continuity. We offer the most comprehensive security solution on the market for MSPs with our unique ability to meet the needs of diverse and distributed IT environments.

A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.

Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our "A-Team" plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.

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.