Associate Support Analyst

Fortra

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About The Position

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! The Associate Technical Support Analyst is an entry-level position within the support organization, responsible for providing basic technical support to customers by diagnosing and troubleshooting common software issues. Under the guidance of senior team members, the Associate Technical Support Analyst assists in analyzing system configurations, collaborating with internal teams, and ensuring customers receive timely and effective resolutions. This role is designed to help individuals with foundational technical knowledge and a desire to grow in the field of technical support to gain practical experience, develop problem-solving skills, and contribute to Fortra’s customer success.

Requirements

• An Associate’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
• Basic understanding of system configurations, software troubleshooting, and general IT concepts.
• Strong written and verbal communication skills with the ability to explain technical issues to non-technical users.
• Basic familiarity with technical support tools (such as ticketing systems) or willingness to learn.
• Demonstrated problem-solving skills and the ability to work under guidance in a collaborative team environment.
• This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

Nice To Haves

• Bachelor’s degree preferred.
• Experience in a customer service role, especially in a technical environment.
• Familiarity with software applications or environments related to Fortra’s solutions (e.g., enterprise software, cloud applications).
• Knowledge of basic networking, operating systems, or programming is a plus.

Responsibilities

• Basic Technical Troubleshooting: Assist in diagnosing and resolving common technical issues related to Fortra’s solutions. Work with more experienced support team members to analyze system behavior and provide solutions based on customer system configurations.
• Customer Communication: Respond to incoming support requests via email, phone, or ticketing systems. Communicate clearly and professionally with customers, ensuring they understand troubleshooting steps and resolutions.
• Documentation and Logging: Document customer issues, resolutions, and interactions accurately in the support system. Ensure that issues are tracked and escalated appropriately when necessary.
• Environment Configuration Support: Assist in setting up and maintaining test environments based on customer inputs and system specifications under the guidance of senior team members.
• Knowledge Development: Learn Fortra’s solutions and stay updated on internal processes and best practices to provide customers with the most accurate and up-to-date information.
• Collaboration: Work closely with senior team members, shadowing them to learn advanced troubleshooting techniques and system analysis. Escalate issues as necessary to senior team members and collaborate on complex problems.
• Customer Education: Provide basic guidance and technical instructions to customers to help them understand how to use Fortra’s solutions effectively and resolve minor knowledge-related issues.
• Continuous Learning: Proactively seek to improve technical knowledge through on-the-job experience, training sessions, and feedback from more experienced support team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree