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Cloud Support Team Supervisor
Posted on 6/22/2022
INACTIVE
Locations
Tampa, FL, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Leadership
Management
Requirements
  • Bachelor or Master Degree, or equivalent professional experience
  • 2 years of experience in a leadership or management role
  • In-depth understanding of key support metrics and hands-on experience of managing support/customer service KPIs
  • Fluent English
  • Additional language (ideally Spanish or Portuguese) on B2 or above level is a strong plus
  • Excellent communication and presentation skills
  • Ability to adapt and succeed in a changing environment
  • Demonstrated decision-making skills and commitment to customer service excellence
  • Good knowledge of data reporting and analytic tools and technologies
  • Strong drive for results. Demonstrates and fosters a sense of urgency and strong commitment to achieving goals
  • Ability to work well without supervision and commitment to travel and work away from home across different geographical locations as required
  • Strong internal customer focus with desire to learn all aspects of the business
  • High level of discipline, attention to detail, and ability to meet deadlines in a fast-paced environment while still maintaining a high-level of accuracy
  • Strong written and verbal communication and interpersonal skills
  • Outstanding organizational, problem solving, and multi-tasking skills
  • Team-player and positive attitude, eager to do more and help out, views challenging situations as opportunities
  • Self-motivated, proactive, and able to work with minimal supervision
  • Passion and commitment to succeed by working hard and never giving up
Responsibilities
  • Supervise a team of Technical Support engineers delivering support to partners, customers, and MSPs
  • Achieve or exceed personal and team-level Acronis Technical Support goals, objectives and performance standards, including CSAT, SLA (Service Level Agreement), Time to resolution and Quality
  • Manage case volume distribution, daily productivity, escalation and training
  • Be personally involved in resolving partner escalations and complaints. Arrange and drive escalation calls, respective root cause analysis reviews
  • Implement and execute approved policies, procedures and standards
  • Monitor daily Support engineers' activity and manage Real Time Media, such as calls, remote sessions etc
  • Run regular Team meeting events to discuss currents goals, results, volume drivers, department and organizational changes and updates
  • Deliver case quality reviews; analyze Support engineers' performance and create individual development plans based on the results
  • Lead weekly/bi-weekly 1-1 meetings with engineers to discuss their performance, productivity, development and training plans
Acronis

1,001-5,000 employees

All-in-one Cyber Protection
Company mission
Acronis believes knowledge is priceless and opens opportunities to all, which drives their mission to protect data.
Benefits
  • Medical, dental, &vision insurance plans
  • Life Insurance, STD and LTD policies
  • 401(k) retirement plan and company match
  • Corporate rates and discounts
  • Competitive package
  • Flexible working hours
  • 3+ weeks of PTO and 10 paid holidays
  • Smart casual dress code
  • Free snacks and drinks
  • Office social events
Company Values
  • Mutual trust
  • Respect
  • Personal achievement
  • Individual leadership
  • Belief that we can contribute to the world everyday