Sr. Support Analyst

WHAT YOU'LL DO

QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 4+ years of experience in technical support, system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.
• Strong understanding of system configurations, software testing, and troubleshooting methodologies.
• Proficiency in diagnosing complex technical issues, performing root cause analysis, and identifying effective solutions.
• Excellent verbal and written communication skills, with the ability to clearly communicate technical information to customers and internal teams.
• Strong problem-solving and analytical skills, with keen attention to detail and the ability to work independently and collaboratively to resolve issues.
• Familiarity with technical support tools, ticketing systems, and escalation processes.
• Demonstrated experience in a customer-facing role, with a focus on delivering exceptional customer service and leading key projects or initiatives.
• 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 a new position.
• Expected Compensation: C$50,000 - C$80,000
• 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.

Responsibilities

• Advanced Technical Troubleshooting: Conduct in-depth analysis of complex or escalated issues with Fortra solutions based on customer system configurations, specifications, and reported problems to determine whether the software is functioning as designed.
• Customer Communication: Serve as a trusted advisor to high-priority customers, communicating effectively to ensure they understand the root cause of an issue and the steps being taken to resolve it. Provide technical guidance as appropriate to address gaps in user knowledge.
• Environment Configuration: Set up, configure, and troubleshoot advanced test environments based on customer inputs and system specifications to replicate reported issues and validate software functionality.
• System Analysis: Analyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionality.
• Issue Escalation and Leadership: When software does not function as designed, document the discrepancy and collaborate with internal teams to develop and propose solutions. For critical customer issues, work closely with Support leadership and serve as a mentor or lead for other team members throughout the escalation process. When needed, act as an additional escalation point for high-severity or critical customer issues and assist Support leadership with escalation decisions.
• Feature Request Documentation: When a solution is functioning as designed but additional functionality is required, oversee the gathering of detailed customer requirements and submit comprehensive feature requests to the Development team for consideration as potential product enhancements.
• Mentorship and Collaboration: Provide guidance and mentorship to junior analysts, fostering knowledge sharing and professional development. Collaborate closely with cross-functional teams to support effective issue resolution and communication of customer needs.
• Team and Customer Education: Lead training and knowledge-sharing sessions for customers and internal team members to help customers fully utilize Fortra solutions and ensure internal teams are equipped to address customer challenges.
• Continuous Improvement: Proactively contribute to the development and refinement of internal support best practices. Stay current on Fortra solutions, industry best practices, and evolving customer needs to continuously improve the quality of support provided.
• Content Development: Contribute to knowledge base development by creating documentation, articles, training materials, and other resources for the broader Support team.
• Business Process Improvement: Continuously refine and improve business analysis processes to enhance efficiency and outcomes.