Software Support Supervisor (Cloud) at Acronis | Torre

Software Support Supervisor (Cloud)

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Full-time

Legal agreement: Employment

Compensation
USD12k - 40k/year
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Hybrid (United States)
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Posted over 5 years ago

Requirements and responsibilities


• Supervise a team of Technical Support Specialists and Engineers delivering support to our partners, customers, and MSP's • Achieve or exceed personal and team-level Acronis Technical Support goals, objectives and performance standards, including CSAT, SLA (Service Level Agreement) in email/chat/phone, time to resolution and quality. • Manage case volume distribution, daily productivity, escalation and training • Hands-on involvement in resolving partner escalations and complaints (arrange/drive escalation calls and conduct 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, chats and remote sessions. • Run regular team meeting events to discuss currents goals, results, volume drivers, department and organizational changes and updates. • Deliver case quality reviews and analyze Support Engineers’ performance to create individual development plans. • Lead weekly/bi-weekly 1-1 meetings with each team member to discuss their performance, productivity, development and training plans.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)
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