Sr. Support Analyst

Responsibilities

• 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.

Requirements

• 5+ years' experience is required.
• Experience with the IBM i Series is required.
• Powertech experience is a plus (Powertech Antivirus, Exit Point Manager, Compliance Monitor, etc.)
• 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.
• At Fortra, we're breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.
• 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.

Additional Information

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.

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