Forum and Social Media Support Analyst

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Support Specialist who is ready to join us in creating a #CyberFit future and protecting the digital world!

As a Forum and Social Media Support Analyst you will provide technical assistance to Acronis' customers on the public platforms and will act as a representative of Acronis brand in social media, addressing posted questions and customer feedback, making sure Acronis has excellent communication with the Customers across all channels. In this role you will be part of the Support Operations team and will report directly to the Knowledge Base and Community Lead.

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

• Addressing complaints and technical questions in social media (Twitter, Facebook, and other platforms on demand)
• Timely escalating critical complaints to the support team
• Working closely with the Public Relations and Digital Marketing teams
• Moderating Acronis Forum daily and reporting any outstanding issues with the forum platform
• Actively work with customers to answer technical questions posted on the Acronis Forum
• Work closely with the Expert Team to answer Customers' technical questions (act as a liaison between the customer and internal Acronis resources)

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Fluent English (Upper Intermediate as minimum, both written and oral), German and other languages would be a plus
• Ability to analyze technical issues
• Ability to convey technical information effectively
• Excellent analytical skills
• Exceptional customer service approach
• Technical or programming expertise is highly appreciated

*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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