• Investigate, troubleshoot, and remediate technical incidents for corporate customers • Perform initial triage and validation of incidents • Build and maintain strong relationships with customers • Collaborate with various internal teams • Train and mentor junior team members • Participate in developing documentation and knowledge base

• Troubleshoot and resolve various technical incidents for Acronis' corporate customers and partners across various software, networking, and hardware environments • Build and maintain strong relationships with customers and partners • Interact with the Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to efficiently resolve complex technical customer issues • Play your part in training and mentoring junior team members by sharing technical expertise and best communication practices • Participate in developing documentation, knowledge base, and technical articles on Acronis' products • Maintain deep knowledge of Acronis' operations and products to support customer requests in the best possible way • Stay up to date on the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)

• Provide MIP Accounting application support to clerks, auditors, staff accountants, CFOs, payroll and HR staff. • Provide timely responses to customer service inquiries via product ticket system • Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution (phone/web/chat) • Collaborate with team members to provide resolutions to customer inquiries • Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes • Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue • Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores • Answer product related how to questions for new and existing customers on the product you support through phone calls, web cases and chat as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software • Able to interpret what an Accountant, CFO or Accounting Clerk is conveying and apply a consultative approach to address accounting application questions or issues • Understanding or aptitude to learn how accounting transactions flow into financial reports such as a balance sheet and/or statement of revenue and expenditures and identify report and/or transaction issues to assist with corrections.

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; • Ability to handle medium to high escalated technical issues without assistance; • Contact and interface for customers regarding support, customer setup, troubleshooting and problem resolution; • Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process; • Resolve technical support issues for Inovalon supported products within identified timeframes; • Document all activities with customers in CRM per defined process and procedures; • Resolve open cases within specified guidelines; • Participate in functional testing of product releases; • Identifies and suggests necessary solutions or process changes to improve efficiency; • Elevate issues following procedures timely and as appropriate, ensuring that all communications to customer and internally are completed; • Must be able to organize and manage workload efficiently and prioritize projects; • Provide assistance to team members as needed; • Ability to deescalate enterprise customers and resolve customer technical escalations; • Create knowledge articles to assist department in resolving known customer issues; • Serve as mentor to new hires within technical support; • Other duties as requested and/or determined; • Maintain compliance with Inovalon’s policies, procedures and mission statement; • Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and • Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.