Bilingual Cloud Frontline Support Specialist

About the role

Acronis is seeking a bilingual Cloud Frontline Support Specialist to act as the primary liaison between customers and internal technical resources. You will handle software‑related inquiries via phone, email, and chat, ensuring a best‑in‑class experience for MSPs and end‑users.

Key responsibilities

• Provide technical support, configuration, and troubleshooting for cloud‑based software products.
• Analyze customer problems, develop resolution plans, and document actions in the support system.
• Collaborate with engineers and the Expert team to create technical action plans or take ownership of escalated cases.
• Maintain strong relationships with partners and internal teams.
• Meet and exceed KPIs such as customer satisfaction, productivity, and interaction quality.

Required profile

• Fluent in English and French (minimum Upper‑Intermediate).
• At least 1 year of experience in a similar technical support role, preferably within a hosting or MSP environment.
• Strong analytical abilities and a customer‑service mindset.
• Effective communication skills for conveying technical information.

Required skills

• Basic Windows Server administration (log and dump analysis).
• Linux/UNIX fundamentals and command‑line interface (CLI) usage.
• Virtualization technologies: VMware ESXi and Microsoft Hyper‑V.
• Business applications: Microsoft Exchange, Microsoft SQL Server, MySQL, Oracle Database, Citrix XenApp, NTP servers.