• Provide technical assistance to computer users by answering questions to resolve computer problems for the end user. • Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems. • Provides technical support through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity. • Attend all scheduled appointments with users to assist with data transfers.

• 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.).

• You will be responsible for diagnosing and resolving complex technical issues for our clients, ensuring they can leverage our platform to its fullest potential. • You will also be the voice of the customer within our company, providing invaluable feedback that directly influences our product roadmap. • Our support team is built on ownership and proactivity. You take each ticket from first response to resolution, loop in the right people when needed, and never let things fall through the cracks. • At Fundraise Up, AI is a default tool, not an experimental one. We expect every team member to actively use AI in their day-to-day work and grow their fluency as the tools evolve.

• Diagnose and resolve complex technical issues for clients. • Ensure clients can leverage the platform to its fullest potential. • Act as a client advocate and voice of the customer within the company. • Provide feedback that influences the company’s product roadmap. • Take ownership of each ticket from first response to resolution, involving the right people when needed.