Summary

As a Support Engineer, you will have daily interaction in a dynamic environment working with Acronis Enterprise customers (some of the largest and reputable Japanese and international companies) and Cloud Service Providers. The role will be working closely with quality assurance and development team to ensure customer’s feedback and experience are reflected in our products. There will be constant work with cutting edge technologies, latest operating systems and platforms (Acronis Cloud, Acronis Storage, Microsoft Widows, Linux, Android, iOS, MacOS X, VMware vSphere, Hyper-V, Microsoft Azure, Amazon S3) There will be certifications for Acronis and 3d party technologies (Microsoft, VMware, Linux etc.)

If you are interested in developing your technical skills and learn about latest technologies, this position is definitely for you!

Responsibilities

  • Communication with Acronis inc. Customers over email‚ phone, chat
  • Resolution of Acronis products usage problems remotely over email‚ phone, chat
  • Remote assistance to Customers using TeamViewer, Remote Desktop or WebEx
  • Issue verification, identification of workarounds
  • Report back to the Customer within an agreed time frame
  • Provide service and support for corporate users and service providers and holding introductions to new users
  • Explain detailed technical aspects/solutions to Customers and partners (resellers)
  • Help Customers identify their issues‚ needs and requirements
  • Achieve high level of the main KPI (key performance indicators) metrics as determined by the manager to ensure the highest efficiency
  • If requested, to fill in all the regulated forms and reports and provide them to an immediate manager in a timely manner
  • Fulfill IT security issues, follow corporate security standards and requirements
  • Working hours: 12.00-21.00 JST

Requirements

  • Advanced Japanese (oral and written skills close to that of native speaker)
  • Business level of English (read and written skills)
  • High technical competency in computers (hardware‚ software‚ network, security)
  • Understanding of basic Customer service work peculiarities and procedures
  • Willing to develop technical skills and knowledge
  • Work closely with QA and Development on Customer issues
  • Ability to work non business hours as requirement

Good to have:

  • Advanced knowledge in *nix based systems
  • Experience in working in Customer service‚ sales or other Customer focused businesses
  • Knowledge, Experiences for Cloud solutions
  • Experience in Cyber security

#L1-WC1

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