Software Support Specialist with Spanish/Portuguese (LATAM)

About the role

Acronis, a global cyber protection company, is looking for a Software Support Specialist who speaks Spanish or Portuguese fluently. The role works with customers to answer technical questions by email, phone and chat, acting as a liaison between customers and the internal Expert team.

Key responsibilities

• Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for customers and partners.
• Analyze customer problems and define a plan to resolve them.
• Build and maintain strong relationships with customers and partners.
• Work daily with other engineers to provide technical action plans or take ownership of escalated cases.
• Work closely with the Expert team to answer customer questions.
• Meet and exceed KPIs such as customer satisfaction, productivity and interaction quality.
• Record all communications, documents and files related to each case accurately in the support system.

Required profile

• Fluent English, spoken and written (upper intermediate as a minimum).
• Fluent Spanish or Portuguese, spoken and written (upper intermediate as a minimum).
• At least 1 year of experience in a similar role, preferably in hosting tech support or managed service provider business.
• Exceptional customer service approach and excellent analytical skills.

Required skills

• Basic knowledge of Windows Server administration, including gathering and analyzing Windows logs and dumps.
• Nice to have: Linux/UNIX basics and CLI; virtualization experience (VMware ESXi, Microsoft Hyper-V); business applications (Exchange, SQL, MySQL, Oracle, Citrix XenApp, NTP servers).

Candidates apply by submitting their resume and application in English. Interviews are conducted without AI tools, and offers are subject to background checks.