Frontline Support Specialist

Acronis

. Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for clients .

Posted 11/5/2026full-timeRemote • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and troubleshooting software issues, with a strong focus on customer service and effective communication. Proficient in using ticketing systems for issue tracking and resolution, while maintaining detailed documentation.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting Software IssuesFluent English CommunicationCustomer Service ExcellenceCall Center Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingIssue AnalysisTicketing System ManagementDocumentation

Soft Skills

Analytical SkillsCustomer Service ApproachDetail-OrientedCollaborativeAdaptable

Industry Keywords

Call CenterTechnical Support SettingHosting Tech SupportManaged Service Provider

About the role

Key responsibilities & impact

Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for clients
Provide timely and accurate status updates to customers and relevant internal stakeholders
Track customer issues using a ticketing system to ensure quick resolution and proper follow-up and documentation
Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system
Advise and educate customers within procedural guidelines to ensure a complete solution to their technical or service questions
Work closely with the Expert team and act as liaison between customers and internal Acronis resources

Requirements

What you’ll need

3+ years of experience technical support and troubleshooting software issues
Fluent English (both verbal and written, Upper Intermediate as minimum)
Ability to analyze technical issues
Ability to convey technical information effectively
Excellent analytical skills
Exceptional customer service approach
Prior Call Center experience in a customer/technical support setting (preferably in Hosting tech support or Managed Service Provider business)
Detail-oriented, organized, and motivated to learn
Hands-on, dependable, and results-driven, with a strong sense of ownership
Collaborative and team-focused, committed to supporting colleagues and building positive working relationships
Adaptable and resilient, able to handle shifting priorities, never give up attitude