{"id":3796260,"url":"https://alion.io/job/acronis-frontline-support-specialist","title":"Frontline Support Specialist","company":{"id":54327,"name":"Acronis","domain":"acronis.com","url":"https://alion.io/company/acronis","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-05T09:29:47Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-05T21:20:27Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Acronis is revolutionizing cyber protection-providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Support Specialist to join our mission to create a #CyberFit future and protect all data, applications, and systems across any environment.As the Frontline Support Specialist, you will be responsible for working with customers to answer technical questions via email, phone and chat. You will work closely with the Expert team to answer Customers’ technical questions (act as liaison between the customer and internal Acronis resources). This is an exciting opportunity for someone who enjoys helping others, solving complex challenges, and creating positive experiences through meaningful interactions. A great support specialist is adaptable and thrives in a fast-paced environment where clear communication and creative thinking are key.\nWHAT YOU'LL DO\nProvide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for clients\nProvide timely & accurate status updates to customers and relevant internal stakeholders\nTrack customer issues using a ticketing system to ensure quick resolution and proper follow-up and documentation\nEnsure that all relevant communication, documents, and files related to the case are accurately recorded in the support system\nAdvise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions\nWHO WE'RE LOOKING FOR\n3+ years of experience technical support and troubleshooting software issues\n Fluent English (both verbal and written, Upper Intermediate as minimum)\nAbility to analyze technical issues\nAbility to convey technical information effectively\nExcellent analytical skills\nExceptional customer service approach\nPrior Call Center experience in a customer/technical support setting (preferably in Hosting tech support or Managed Service Provider business)\nWHO YOU ARE\nDetail-oriented, organized, and motivated to learn.\nHands-on, dependable, and results-driven, with a strong sense of ownership\nCollaborative and team-focused, committed to supporting colleagues and building positive working relationships\nAdaptable and resilient, able to handle shifting priorities, never give up attitude","description_format":"text","description_chars":2338,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced 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