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!
At Fortra, we’re breaking the attack chain. Ready to join us?
The Associate Support Analyst will provide world-class support to existing and potential customers. Technical aptitude, problem solving abilities, customer relationship skills are imperative to success in this role. These skills will enable our Support Analysts to respond to client inquiries ranging from basic questions about technology, to troubleshooting complex problems related to our products or connectivity issues. Acting as the customer advocate, outstanding communication skills and the ability to work independently, will ensure that our customers’ needs are met in a timely manner, providing the highest level of customer satisfaction.
WHAT YOU'LL DO
- 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
QUALIFICATIONS
- A four-year degree is preferred. Equivalent work experience and accreditations will be considered.
- Previous software support experience is a plus.
- 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.
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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
Check out some of the of the other benefits we offer that are focused on your holistic well-being and our Diversity, Equity, and Inclusion program.
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.
What We Do
HelpSystems has long been known for helping organizations become more secure and autonomous. However, over the years, our customers have shared with us that it has gotten harder and harder to protect their data. As technology plays an increasingly important role in the way organizations operate, cyberthreats are evolving to become more powerful than ever before. If there's one thing we've learned from being in an industry where the only constant is change, it's that being adaptable is the best way to grow in the right direction. So we've listened to our customers' concerns, problem-solved, and delivered with impressive results. Consequently, we're a different company today — one that is tackling cybersecurity head-on.
That's why HelpSystems is now Fortra, your cybersecurity ally. We're bringing the same people-first support and best-in-class portfolio that you've come to expect from HelpSystems, only now we're unified through the mission of providing solutions to organizations' seemingly unsolvable cybersecurity problems. We offer leading solutions like data security, infrastructure protection, managed services, and threat research and intelligence. Throughout every step of our customers' journeys, our experts are determined to help increase security maturity while decreasing the operational burden that comes with it. Because our team puts the same level of care into protecting our customers' peace of mind as their precious data.
We're driven by the belief that nothing is unsolvable.
We're tenacious in our pursuit of a better future for cybersecurity.
We are Fortra.
Why Work With Us
At Fortra, we’re all about people. Employees choose to work for Fortra and experience years of career enjoyment for a number of reasons, including their respect for one another and their ability to positively impact the business trajectory and its future.
