Support Analyst

This position is responsible for providing world-class support to existing and potential customers. That includes responding to client inquiries ranging from basic questions about technology, to troubleshooting complex problems related to our products or connectivity issues. Technical aptitude, strong problem-solving abilities, and exceptional customer relationship skills are critical to success in this position.

WHAT YOU'LL DO

• Provide triage support for products in the Fortra portfolio to eliminate wait time and provide the best customer experience possible.
• Work independently to take ownership of each customer request and manage their expectations to ensure timely resolution.
• Listen to customer concerns to determine the source and various components of the issue.
• Collect and review system data; and analyze for known issues.
• Collaborate with team members on problem identification, analysis, and resolution.
• Act as a face of the company to customers and represent its products in a professional manner.
• Consult with customers to facilitate changes for best practices.
• Work with management and team to inform them of customer issues requiring special attention.
• Act as a point of technical escalation for team members.
• Conduct product demonstrations with customers and assist in presenting in training sessions.

QUALIFICATIONS

• Bachelor’s degree in a technical field is preferred. Equivalent work experience is considered.
• 2 to 5 year of previous software support experience required; proprietary software support experience preferred.
• Strong problem solving and communication skills (especially over the phone).
• Strong collaborator with ability to work within a team setting.
• Ability to work successfully with customers to provide problem resolution and complete required documentation.

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