Sr. Support Analyst

Sr. Support Analyst

Whether you're an experienced professional or just getting started, your contributions matter at Fortra. If you're passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

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 several products in the Fortra portfolio to eliminate wait time and provide the best customer experience possible.
• 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.
• Conduct product demonstrations with customers and assist in presenting in training sessions.
• Initiate improvements for products and documentation while constantly developing greater depth and understanding of products.
• Act as a mentor for less experienced team members and assist with documentation review.

QUALIFICATIONS

Bachelor's degree in a technical field is preferred. Equivalent work experience is considered. 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.

Compensation: 50,000 USD - 70,000 USD

At Fortra, we're breaking the attack chain. Ready to join us? At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligning with your experience and specialized skill set. As a full-time, exempt employee at Fortra, you'll enjoy a comprehensive benefits package that includes: 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

At Fortra, work is only part of the story. Explore what Life at Fortra is all about, from perks that support holistic wellbeing to a culture that keeps you connected and empowered to make an impact beyond the job. Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn. As an EEO/Affirmative Action Employer, 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.

Refer to ID R25-0022-6409 when applying