As Acronis is dedicated not just to Cyber Protection but to the general protection of its potential and current employees, recruitment and onboarding process are being held online during the current global COVID-19 situation.

Acronis leads the world in cyber protection - solving safety, accessibility, privacy, authenticity, and security (SAPAS) challenges with innovative backup, security, disaster recovery, and enterprise file sync and share solutions that run in hybrid cloud environments: on-premises, in the cloud, or at the edge. Enhanced by AI technologies and blockchain-based data authentication, Acronis protects all data, applications and systems in any environment, including physical, virtual, cloud, and mobile.

With dual headquarters in Switzerland and Singapore, Acronis protects the data of more than 5 million consumers and 500,000 businesses in over 150 countries and 20 languages.

The person on this position is responsible for reporting and analysis of Support volume, such as:

  • Technical issues with Acronis Business and Service Provider products: Acronis Cyber Protect, Acronis Cyber Cloud, Acronis Cyber Infrastructure
  • Usability questions and feature requests reported by Acronis Customers and Partners

The Support Analysts works in a collaboration with R&D and Product Management on improving product quality by delivering the analysis of the Support volume

RESPONSIBILITIES:

  • 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
    • Create refreshers for Global Support based on Support volume analysis

SKILLS & EXPERIENCE:

  • 2+ years of experience in a Customer service environment
  • BA/BS degree or equivalent experience
  • 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
  • Strong verbal and written English communication skills

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

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