Support Analyst

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by Fortra, so some details may not match this job. The employer's own page has the real description.

Job Overview

As a Support Analyst at Fortra, you will play a critical role in ensuring our clients receive exceptional support for our software solutions. You will be responsible for troubleshooting technical issues, providing timely resolutions, and maintaining high levels of customer satisfaction. This position requires excellent communication skills and a strong understanding of IT systems, software applications, and network functionalities.

Job Responsibilities

• Provide first-line support by addressing client inquiries via phone, email, and chat.
• Diagnose and resolve technical issues, ensuring accurate documentation of all interactions.
• Collaborate with cross-functional teams to escalate complex problems for timely resolutions.
• Assist in the creation and maintenance of user guides, knowledge base articles, and FAQ documentation.
• Monitor and track support tickets, ensuring timely follow-up and resolution.
• Provide training and guidance to clients regarding software features and best practices.
• Conduct regular reviews of support trends to identify opportunities for process improvements.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1-3 years of experience in a technical support or helpdesk role.
• Proficiency in troubleshooting software and hardware issues.
• Solid understanding of networking concepts and IT systems.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Familiarity with ticketing systems and IT support tools.

Technologies & Tools

The Support Analyst position will involve the use of various technologies and tools such as ticketing systems (e.g., Zendesk, ServiceNow), remote desktop applications, network monitoring tools, and communication platforms (e.g., Slack, Microsoft Teams). A good understanding of databases and reporting tools will also be beneficial for this role.

Ideal Candidates

Ideal candidates for the Support Analyst role at Fortra will be proactive, adaptable, and possess a strong customer-service mindset. They should thrive in a fast-paced environment while managing multiple priorities and have a desire to continuously learn and grow within the technology sector. Exceptional interpersonal skills and a calm demeanor under pressure are crucial for ensuring customer satisfaction and effective problem resolution.