About this role
About the Role The Associate Technical Support Analyst is an entry-level role designed for those eager to begin their journey in the world of solution support IN MEXICO. As a frontline member of Fortra’s Technical Support team, you'll be the welcoming voice and helping hand for Fortra’s customers experiencing product, configuration and training issues. Working closely with Support colleagues, you’ll gain real-world experience in case triage, issue documentation, and customer communication, building a solid foundation in both technical knowledge and professional growth.
This role is ideal for individuals with foundational IT or software knowledge and a passion for problem-solving, learning, and creating best-in-class customer experiences. What You'll Do
- Initial Technical Troubleshooting: Assist in diagnosing and resolving common technical issues related to Fortra’s solutions. Work with more experienced support team members to analyses system behavior and provide solutions based on customer system configurations.
- Customer Communication: Respond to incoming support requests via email, phone, or ticketing systems. Communicate clearly and professionally with customers, ensuring timely and effective resolutions. What We're Looking For
- Foundational IT or software knowledge and a passion for problem-solving, learning, and creating best-in-class customer experiences.
- Ability to communicate clearly and professionally with customers via email, phone, or ticketing systems.
- Eagerness to learn and grow in a fast-paced, customer-facing technical support role.