Associate Support Analyst at Fortra

United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, TechnologyIndustries

Requirements

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
Technical aptitude
Customer relationship skills
Outstanding communication skills
Ability to work independently

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

Key technologies and capabilities for this role

Customer SupportTroubleshootingProblem SolvingLog AnalysisJob LogsError MessagesCustomer CommunicationTechnical AptitudeSystem Data ReviewProduct Certifications

Questions & Answers

Common questions about this position

What benefits and compensation does Fortra offer?

Fortra offers competitive benefits and salaries, along with personal and professional development opportunities and flexibility.

Is this position remote or does it require office work?

This information is not specified in the job description.

What key skills are required for the Associate Support Analyst role?

Key skills include technical aptitude, problem-solving abilities, customer relationship skills, outstanding communication skills, and the ability to work independently.

What is the company culture like at Fortra?

Fortra fosters a collaborative environment with talented team members committed to helping each other succeed, tackling meaningful challenges, and having lots of fun.

What qualifications make a strong candidate for this role?

A four-year degree is preferred or equivalent work experience, previous software support experience is a plus, strong problem-solving skills, strong verbal and written communication, and the ability to collaborate.

Fortra

Cybersecurity solutions for businesses and enterprises

About Fortra

Fortra provides cybersecurity solutions aimed at protecting businesses from evolving cyber threats. Their products include threat detection and response, data protection, network security, and automation tools, all designed to work together seamlessly. Fortra differentiates itself from competitors by focusing on customer success and offering integrated and scalable solutions that can adapt to the needs of both small and large organizations. The company's goal is to simplify cybersecurity for its clients, ensuring they can operate securely and efficiently in a complex digital landscape.

Eden Prairie, MinnesotaHeadquarters

1991Year Founded

GROWTH_EQUITY_VCCompany Stage

CybersecurityIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Risks

Increased competition from market leaders may impact Fortra's market share and pricing.

Potential class action suit from ransomware attack could harm Fortra's reputation and finances.

Dependency on third-party distributors may affect direct customer relationships and profit margins.

Differentiation

Fortra offers integrated and scalable cybersecurity solutions for diverse business needs.

The company focuses on customer-centric approaches to enhance cybersecurity posture and automation.

Fortra's XDR solution provides comprehensive security across identity, network, cloud, and endpoints.

Upsides

Growing demand for XDR solutions boosts Fortra's market potential and client base.

Strategic partnerships in North America and EMEA expand Fortra's reach and service offerings.

Recognition as a market leader in security awareness training enhances brand reputation.

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