[Remote] Associate Support Analyst

Note: The job is a remote job and is open to candidates in USA. Fortra is a company focused on breaking the attack chain and is seeking an Associate Support Analyst to provide world-class support to customers. The role involves responding to client inquiries, troubleshooting issues, and ensuring high levels of customer satisfaction through effective communication and problem-solving skills.

Responsibilities

• Listen to customer concerns to determine the source and the various components of the issue
• Take ownership of each customer request and manage their expectations to ensure timely resolution
• Collect and review system data such as job logs, log files, and history reports. Analyze for known issues using platform-specific logs, error messages and problem resolution skills
• Collaborate with team members on problem identification, analysis and resolution
• Work independently to resolve customer issues by presenting possible solutions
• Consult with customers to facilitate changes for best practices
• Work with management and team to inform them of customer issues requiring special attention
• Respond to emergency, after-hours support requests on a rotating schedule
• Obtain and maintain certifications on products assigned
• Represent the Company and products in a professional manner at all times
• Provide triage support for several products in the Fortra portfolio to eliminate wait time and provide the best customer experience
• Conduct product demonstrations with customers by providing online and over-the-phone tools to facilitate customer basic knowledge of all functions
• Consult with customers regarding other HelpSystems’ software products that might address their needs
• Assist in presenting online training sessions
• Stay up-to-date with hardware and software features
• Assist with testing
• Other duties as assigned by manager

Skills

• Ability to work successfully with customers to provide problem resolution
• Strong telephone etiquette
• Strong problem solving skills
• Strong verbal and written communication
• Collaborator and ability to work within a team setting
• Ability to document problem resolution and other materials
• A four-year degree is preferred. Equivalent work experience and accreditations will be considered
• Previous software support experience is a plus

Benefits

• Health, dental, and vision coverage as of hire
• Immediate enrollment in 401(k), HSA, and FSA plans
• Flexible PTO policy
• Tuition and personal enrichment reimbursement
• Option to enroll in ID Theft Protection Program

Company Overview

Company H1B Sponsorship