Entry-Level Technical Support Analyst – Customer-Focused & Growing

Fortra

United States

Remote

USD 55,000 - 75,000

Full time

14 days+

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Job summary

Fortra is seeking an Associate Technical Support Analyst to join our Technical Support team. In this entry-level role, you will be the first point of contact for customers, helping with product, configuration, and training issues.

You will collaborate with colleagues to triage cases, document issues, and communicate effectively to build a strong foundation in technical problem-solving. This position is ideal for individuals with basic IT knowledge and a passion for learning, troubleshooting, and

Qualifications

Associate degree or equivalent with foundational IT concepts.
Experience with ticketing and customer service processes.
Strong written and verbal communication skills and the ability to explain technical concepts to varied audiences.

Responsibilities

Provide first-level technical troubleshooting and assist customers in diagnosing common issues.
Analyze customer environments to identify causes and suggest solutions under guidance.
Respond to support requests via email, phone, and ticketing systems with a professional, customer-focused approach.
Document interactions and resolutions in support systems for timely follow-up.
Escalate complex issues to senior team members when needed.
Assist with configuration, setup, and maintenance of test environments.
Develop product and support knowledge to deliver accurate customer assistance.
Collaborate with senior staff to learn advanced troubleshooting techniques.