L1 Technical Support Analyst

Role Overview: As a Technical Support Analyst at Fortra, you will play a crucial role in troubleshooting technical issues, analyzing complex systems, and providing accurate solutions to ensure customer satisfaction and operational success. Your responsibilities will include conducting in-depth technical troubleshooting, effectively communicating with customers, setting up test environments, analyzing product performance, escalating issues when necessary, and collaborating with internal teams to resolve problems. Additionally, you will provide customer education, stay updated on industry best practices, and continuously strive for improvement in the quality of support provided. Key Responsibilities: - Conduct in-depth technical troubleshooting of Fortra's solutions based on customer system configurations and reported issues. - Communicate effectively with customers to explain the root cause of problems and steps being taken to resolve them. - Set up and configure test environments to replicate reported issues and validate software functionality. - Analyze product performance to ensure alignment with intended functionality. - Document discrepancies clearly and escalate issues to the appropriate Support Engineer. - Gather requirements and submit detailed feature requests for potential product enhancements. - Collaborate with cross-functional teams to ensure effective issue resolution and communication of customer needs. - Provide end users with guidance and technical education to resolve knowledge-related issues. - Stay updated on industry best practices and evolving customer needs to continuously improve support quality. Qualification Required: - Bachelors degree in Computer Science, Information Technology, or related field, or equivalent experience. - 2+ years of experience in technical support, system analysis, or related role focusing on software troubleshooting. - Strong understanding of system configurations, software testing, and troubleshooting methodologies. - Proficiency in diagnosing complex technical issues and identifying root causes. - Excellent verbal and written communication skills for conveying technical information. - Strong problem-solving skills and ability to work independently and collaboratively. - Familiarity with technical support tools, ticketing systems, and escalation processes. - Experience in a customer-facing role with a focus on exceptional customer service. (Note: The Additional Details section was omitted as there were no specific details about the company provided in the job description),