Associate Support Analyst

WHAT YOU'LL DO

QUALIFICATIONS

• Associate’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience; bachelor’s degree preferred.
• Foundational knowledge of system configurations, software troubleshooting, and general IT concepts.
• Strong written and verbal communication skills with the ability to explain technical concepts and solutions to both technical and non-technical audiences.
• Familiarity with technical support tools, ticketing systems, and customer service processes, or the ability to quickly learn new technologies and platforms.
• Demonstrated problem-solving and analytical skills, with the ability to troubleshoot issues, identify root causes, and recommend appropriate solutions.
• Strong attention to detail and commitment to delivering high-quality customer support.
• Ability to work effectively in a collaborative team environment while taking ownership of assigned responsibilities.
• Strong organizational and time-management skills with the ability to manage multiple priorities and meet established service expectations.
• Customer-focused mindset with a desire to provide exceptional service and create positive customer experiences.
• Commitment to continuous learning and professional development in support technologies, cybersecurity concepts, and industry best practices.
• This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.
• We are an equal opportunity employer and encourage applications from candidates of all backgrounds. We do not require “Canadian work experience”; all relevant experience will be considered. This posting is for an existing vacancy.
• Expected Compensation: C$20.00–C$25.00/hr
• At Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

Preferred Qualifications

• Associate’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience; bachelor’s degree preferred.

Responsibilities

• Provide first-level technical troubleshooting and assist customers in diagnosing and resolving common issues related to Fortra solutions.
• Analyze system behavior and customer environments to identify potential causes of issues and recommend appropriate solutions under the guidance of senior team members.
• Respond to customer support requests via email, phone, and ticketing systems while delivering a professional and customer-focused experience.
• Communicate troubleshooting steps, technical concepts, and resolutions clearly to customers with varying levels of technical expertise.
• Accurately document customer interactions, issues, and resolutions within support systems to ensure timely tracking and follow-up.
• Escalate complex or unresolved issues to senior team members and appropriate technical teams when necessary.
• Assist with the configuration, setup, and maintenance of test environments based on customer requirements and system specifications.
• Develop expertise in Fortra products, technologies, and support processes to provide accurate and effective customer assistance.
• Collaborate closely with senior support professionals to learn advanced troubleshooting techniques, system analysis methods, and best practices.
• Educate customers on product functionality, configuration options, and recommended usage practices to improve adoption and self-sufficiency.
• Contribute to the creation and maintenance of knowledge articles, troubleshooting documentation, and support resources.
• Participate in training programs, mentoring opportunities, and self-directed learning to continuously expand technical knowledge and support capabilities.
• Identify opportunities to improve support processes, workflows, and customer experience through continuous improvement initiatives.
• Support business analysis and operational improvement efforts to enhance team efficiency, service quality, and customer outcomes.