Support engineer (German) (архив)

• Advanced level of skills German (both oral and written skills
  close to native speaker).
• Upper-Intermediate level of skills English (read and written
  skills).
• High technical competency in computers (hardware‚ software‚
  network).
• Understanding of basic customer service work peculiarities and
  procedures.
• Willing to work and develop in call center environment.

Nice to have:

• Other European languages (English‚ Spanish‚ Italian‚ French‚
  Dutch).
• Advanced knowledge in *nix based systems.
• IT certifications (Microsoft‚ Cisco‚ etc.).
• Experience in working in customer service‚ sales or other
  customer-focused businesses.

Responsibilities:

• Communication with Acronis inc. customers over e-mail‚ phone‚
  and web chat.
• Resolution of Acronis products usage problems remotely over
  e-mail‚ phone‚ and web chat.
• Remote assistance to customers using Remote Desktop or
  WebEx.
• Working according to the department’s staffing requirements
  based on volume forecast and determined by the department or
  sub-department manager‚ including non-business hours and night
  shifts.
• Ensure the widespread adoption and high customer satisfaction
  of Acronis software solutions and customer service delivery‚ based
  on technologies and applications‚ by timely customer calls and
  partner support.
• New product launch support.
• Issue verification.
• Identification of workarounds and subsequent communication to
  team members and knowledgebase manager
• Work with development and QA to resolve the issue.
• Reporting back to the customer during an expectable and agreed
  upon time frame.
• Ensure proper and in-time leads are forwarded to sales
  department.
• Assisting customers with solving sales related issues.
• Working with PM and Technical writers to introduce amendments
  into user guides.
• Working with product managers to identify new features for
  development.
• Fulfill IT security issues‚ follow corporate security standards
  and requirements.
• Provide service and support for corporate and home users and
  holding introductions to new users.
• Explain detailed technical aspects/solutions to customers and
  partners (resellers).
• Help customers identify their issues‚ needs and
  requirements.

For employees:

• Full RF labor code compliance;
• Prestigious medical insurance;
• Free business lunches;
• Fitness programs discounts.

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