Cloud Frontline Support Technical Lead
Acronis
- Kuala Lumpur
- Permanent
- Full-time
- Improve and maintain Acronis Support Engineers technical knowledge to improve customer experience and achieve Acronis Support goals, including but not limited to CSAT and Quality.
- Be responsible for mentoring the new hires, introducing them to the work processes and sharing best practices for troubleshooting and handling cases.
- Perform shadowing and Side-by-Side sessions.
- Prepare and lead Technical Team Huddles, covering the new releases, Readiness Information Announcements, volume drivers, joint post-mortem cases discussion, errors from the real cases, best practices for cases management, Q&A sessions and other topics.
- Host technical 1-1 feedback sessions with Engineers.
- Perform daily scrubs of cases with provided solutions, including adding the action plan to case comments and providing the daily feedback to the Support Engineers on missed opportunities.
- Prepare analytical reports to the managers on a weekly and monthly basis covering the overall knowledge situation across the Team and action plan to improve it.
- Arrange monthly advanced technical trainings for all Support Engineers, including in-depth case studies.
- Ensure integrity, strong work ethic, and high quality on the team through communicating issues and actionable items to the manager.
- Handle projects and assignments focused on driving improvements within service delivery, the tools, or processes used within Support organization.
- Provide real time assistance for the cases to Support Engineers, including live media: chats, calls, remote sessions.
- Provide direct support to High value and very important customers.
- Bachelor or Master Degree, or equivalent professional experience;
- 2-3 years of experience in a customer service environment;
- Proven technical skills in Acronis products and services, including advanced software and system troubleshooting experience;
- Ability to nurture talent by providing regular performance feedback, coaching others in the development of their skills, and by effectively confronting problem performers directly;
- Excellent communication and presentation skills, creating an environment in which people communicate honestly and openly and information is readily shared;
- Strong relationship building skills: develop and maintain constructive relationships with others and manages disagreements effectively;
- Basic knowledge of data reporting and analytic tools and technologies;
- Strong drive for results. Able to demonstrate a sense of urgency and strong commitment to achieving goals;
- Ability to foster a sense of teamwork and cross functional collaboration;
- Ability to gain the confidence and trust of others through principled leadership and sound business ethics;
- Pursue self-development by actively developing own skills and capabilities to enhance performance and to achieve personal and organizational success;
- Able to adapt and succeed in a changing environment;
- Flexibility and commitment to travel and work away from home across different geographical locations as required.