Software Support Incident Manager (Classic Vendors)

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!

The Incident Manager role is key for success of Acronis Support Team and our Customers. In this role you will make sure that all escalations from our Customers and Partners are handled effectively and in a timely manner.  You will 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

• Manage escalation from Acronis Customers and Partners:
  • Track escalated cases, ensure fast resolution or handover to the Tier 2 Team;
  • Be the main point of contact for escalations from other departments (Sales, Execs etc.);
  • Arrange and drive escalation calls with Acronis Customers and Partners, provides periodical updates to them;
  • Ensure Business Critical procedures are followed correctly;
  • Review and identify root cause for all escalated service requests.
• Achieve or exceed 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.
• Maintain oversight over the Quality of case management:
  • Participate in weekly quality review discussions;
  • Submit quality coaching sessions for the Support Agents;
  • Participate in quality calibrations, implement decisions into the support processes;
  • Create action plans for quality improvement.
• Exercise effective supervision of the Team:
  • Implement and execute approved policies, procedures and standards;
  • Manage Real Time Media;
  • Manage case volume distribution.
• Interact 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
• At least 2 years of experience in incident management role
• Fluent verbal and written English
• 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
• Result-driven attitude
• Demonstrated decision-making skills and commitment to customer service excellence
• Adaptability to a fast-changing environment
• Strong relationship building skills 

*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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