Software Support Incident Manager, APAC

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 in an exciting phase of rapid-growth and expansion and looking for a Software Support Incident Manager who is ready to join us in creating a #CyberFit future and protecting the digital world!

Incident Manager role is key for success of Acronis Support Team and our Customers. Within their scope of responsibilities, they make sure that all escalations from our Customers and Partners are handled effectively and in a timely manner. They work autonomously to set high standards for the way Acronis Support handles technical requests from Acronis Customers and Partners, analyze root cause for escalations and implement action plans to ensure the highest level of Customer experience.

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

• Manages escalation from Acronis Customers and Partners:o Tracks escalated cases, ensures fast resolution or handover to the Tier 2 Team;o Is the main point of contact for escalations from other departments (Sales, Execs etc.);o Arranges and drives escalation calls with Acronis Customers and Partners, provides periodical updates to them;o Ensures Business Critical procedures are followed correctly;o Reviews and identifies root cause for all escalated service requests.• Achieves or exceeds personal and team-level Acronis Technical Support goals, objectives and performance standards, including CSAT, SLA (Service Level Agreement), Time to resolution, Time to Response and Quality.• Maintains oversight over the Quality of case management:o Participates in weekly quality review discussions;o Submits quality coaching sessions for the Support Agents;o Participates in quality calibrations, implements decisions into the support processes;o Creates action plans for quality improvement.• Exercises effective supervision of the Team:o Implements and executes approved policies, procedures and standards;o Manages Real Time Media;o Manages case volume distribution.• Interacts closely with other Support teams (Support Operations and Expert Support), and teams in, Sales, Marketing, R&D departments, as well as with other employees of the Company and within the Acronis Group, whose labor functions are directly related with the fulfillment of the responsibilities inherent for the current position.

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Bachelor or Master Degree, or equivalent professional experience;
• Minimum of 2 years of experience in incident management role;
• Fluent English (written and spoken), minimum level – C1;
• Excellent communication and presentation skills;
• In-depth understanding of key support metrics and hands-on experience of managing support/customer service KPIs, COPCC or ITIL knowledge is a strong advantage;
• Good knowledge of data reporting and analytic tools and technologies;
• Strong customer focus and ability to resolve customer complaints on all levels;
• Strong drive for results. Demonstrates and fosters a sense of urgency and strong commitment to achieving goals;
• Demonstrated decision-making skills and commitment to customer service excellence;
• Ability to adapt and succeed in a changing environment; to work in a multi-cultural organization;
• Strong relationship building skills: develops and maintains constructive relationships among the team members and manages disagreements effectively;
• Ability to work well with minimal supervision.

WHO WE ARE

WHO WE ARE

Acronis is revolutionizing cyber protection by integrating 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—physical, virtual, cloud, and mobile—all at a low cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis is truly a global organization with more than 1,900 employees in 33 locations in 18 countries. Its solutions are trusted by more than 5.5 million consumers and 500,000 businesses, including 100% of the Fortune 1000 companies. Acronis products are available through 50,000 partners and service providers in over 150 countries in more than 30 languages. Acronis is in an exciting phase of growth and expansion, recently receiving a $250 million investment from CVC Capital Partners, bringing the total valuation to more than $2.5 billion.

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