Associate support analyst

The Associate Technical Support Analyst is an entry-level role designed for those eager to begin their journey in the world of solution support IN MEXICO. As a frontline member of Fortra’s Technical Support team, you'll be the welcoming voice and helping hand for Fortra’s customers experiencing product, configuration and training issues. Working closely with Support colleagues, you’ll gain real-world experience in case triage, issue documentation, and customer communication, building a solid foundation in both technical knowledge and professional growth.

This role is ideal for individuals with foundational IT or software knowledge and a passion for problem-solving, learning, and creating best-in-class customer experiences.

Key Responsibilities:

• Initial Technical Troubleshooting: Assist in diagnosing and resolving common technical issues related to Fortra’s solutions. Work with more experienced support team members to analyses 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.

Required Qualifications:

• An associate’s degree in computer science, Information Technology, or a related field; or equivalent experience. Bachelor’s degree preferred.
• 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.

Preferred Qualifications:

• 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.

Key Competencies:

• Customer Focus: Strong commitment to providing quality customer support and ensuring customer satisfaction.
• Communication Skills: Ability to explain basic technical concepts clearly and professionally to both customers and internal teams.
• Willingness to Learn: A proactive attitude toward learning and developing new skills to advance in the technical support field.
• Collaboration: Ability to work effectively with teammates and contribute to the overall success of the support team.

Problem Solving: Entry-level analytical and troubleshooting skills, with a desire to improve and tackle increasingly complex technical challenges.