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
Fortra provides product training, product services, managed services, and consulting services. It was founded in 1982, and is headquartered in Eden Prairie, Minnesota, USA, with a workforce of 1001-5000 employees. Its website is https://www.fortra.com.Company H1B Sponsorship
Fortra has a track record of offering H1B sponsorships, with 9 in 2025, 5 in 2024, 1 in 2023. Please note that this does not guarantee sponsorship for this specific role.
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