Senior Technical Support Lead & Mentorship Expert
Fortra
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Benefits offered by this job
Job summary
Fortra in Canada is seeking a highly skilled Senior Support Analyst to join our technical support team. You will resolve advanced issues, perform in-depth system analysis, and ensure timely, accurate solutions that drive customer satisfaction.
You will mentor junior analysts, lead knowledge sharing, and collaborate with cross-functional teams to improve service quality. English proficiency is essential to support non-French speaking customers.
Qualifications
- Bachelor's degree in CS/IT or equivalent experience.
- 4+ years in technical support or system analysis.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication, ability to explain technical concepts.
- Experience with ticketing systems and escalation processes.
- Familiarity with Fortra solutions and customer-focused service.
Responsibilities
- Perform advanced technical troubleshooting based on customer configurations.
- Serve as escalation resource for high-priority issues.
- Configure and test advanced environments to replicate issues.
- Analyze product performance to ensure correct functionality.
- Mentor junior analysts and lead escalation processes.
- Develop knowledge base and training materials.
Skills
Education
Tools
Job description
Fortra in Canada is seeking a highly skilled Senior Support Analyst to join our technical support team. You will resolve advanced issues, perform in-depth system analysis, and ensure timely, accurate solutions that drive customer satisfaction.
You will mentor junior analysts, lead knowledge sharing, and collaborate with cross-functional teams to improve service quality. English proficiency is essential to support non-French speaking customers.
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