[Hiring] Associate Support Analyst @Fortra

Role Description

We are seeking an enthusiastic and customer-focused Associate Technical Support Analyst to join our Technical Support team. In this entry-level role, you will be the first point of contact for customers, assisting with product, configuration, and training-related issues. You will collaborate closely with support colleagues to triage cases, document issues, and communicate effectively with customers, building a strong foundation in technical problem-solving and professional growth. This position is ideal for individuals with basic IT or software knowledge and a passion for learning, troubleshooting, and delivering exceptional customer experiences.

• Provide first-level technical troubleshooting and assist customers in diagnosing and resolving common issues related to Fortra solutions.
• Analyze system behavior and customer environments to identify potential causes of issues and recommend appropriate solutions under the guidance of senior team members.
• Respond to customer support requests via email, phone, and ticketing systems while delivering a professional and customer-focused experience.
• Communicate troubleshooting steps, technical concepts, and resolutions clearly to customers with varying levels of technical expertise.
• Accurately document customer interactions, issues, and resolutions within support systems to ensure timely tracking and follow-up.
• Escalate complex or unresolved issues to senior team members and appropriate technical teams when necessary.
• Assist with the configuration, setup, and maintenance of test environments based on customer requirements and system specifications.
• Develop expertise in Fortra products, technologies, and support processes to provide accurate and effective customer assistance.
• Collaborate closely with senior support professionals to learn advanced troubleshooting techniques, system analysis methods, and best practices.
• Educate customers on product functionality, configuration options, and recommended usage practices to improve adoption and self-sufficiency.
• Contribute to the creation and maintenance of knowledge articles, troubleshooting documentation, and support resources.
• Participate in training programs, mentoring opportunities, and self-directed learning to continuously expand technical knowledge and support capabilities.
• Identify opportunities to improve support processes, workflows, and customer experience through continuous improvement initiatives.
• Support business analysis and operational improvement efforts to enhance team efficiency, service quality, and customer outcomes.

Qualifications

• Associate’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience; bachelor’s degree preferred.
• Foundational knowledge of system configurations, software troubleshooting, and general IT concepts.
• Strong written and verbal communication skills with the ability to explain technical concepts and solutions to both technical and non-technical audiences.
• Familiarity with technical support tools, ticketing systems, and customer service processes, or the ability to quickly learn new technologies and platforms.
• Demonstrated problem-solving and analytical skills, with the ability to troubleshoot issues, identify root causes, and recommend appropriate solutions.
• Strong attention to detail and commitment to delivering high-quality customer support.
• Ability to work effectively in a collaborative team environment while taking ownership of assigned responsibilities.
• Strong organizational and time-management skills with the ability to manage multiple priorities and meet established service expectations.
• Customer-focused mindset with a desire to provide exceptional service and create positive customer experiences.
• Commitment to continuous learning and professional development in support technologies, cybersecurity concepts, and industry best practices.

Company Description

At Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.