Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!
At Fortra, we’re breaking the attack chain. Ready to join us?
The Support Team Lead will work with a team of support analysts to provide world-class support to existing and potential customers. Technical guidance, organization, problem-solving abilities, and customer relationship skills are imperative to success in this role. These skills will enable the team to respond to client inquiries ranging from basic questions about technology to troubleshooting complex issues related to our products or connectivity. Acting as the customer advocate, demonstrating outstanding communication skills, and leading a team will ensure that our customers’ needs are met promptly and provide the highest level of customer satisfaction. This position has the potential to move into Support Manager or another role within the company.
WHAT YOU'LL DO
- Act as a mentor for Associate and Support Analyst team members.
- Monitor performance and processes of support teams and regularly report on team performance.
- Manage the support activity for a given business unit to facilitate meeting corporate objectives.
- Work with management and team to inform them of customer issues requiring special attention, helping prioritize.
- Respond to emergency, after-hours support requests on a rotating schedule.
- Act as a point of contact for large/special accounts and partners.
- Initiate improvements for products and documentation.
- Listen to customer concerns to determine the source and the various components of the issue.
- Collaborate with team members on problem identification, analysis and resolution.
- Consult with customers to facilitate changes for best practices.
- Independently initiate improvements for products and documentation.
- Professionally represent the Company and products at all times.
- Consult on the development of new products or features to represent the customer point of view.
- Attend regular meetings to assist with support issues and new version releases.
- Obtain and maintain certifications on products assigned.
- Assist with Cases and Escalations as needed.
- Provide presales, training and services.
- Review or delegate team workload as needed, and other duties as assigned by the manager.
QUALIFICATIONS
- A four-year degree is preferred
- Previous software support experience is a plus
- Ability to work successfully with customers to provide problem resolution
- Strong telephone etiquette
- Strong problem-solving skills
- Strong verbal and written communication
- Collaborator and ability to work within a team setting
- Ability to document problem resolution and other materials
- Communication & Working Relationships
- Decision Making
- Job, Technical and Product Knowledge
- Personal Accountability & Adaptability
- Customer Focus
- Advanced of Windows, macOS, Linux, and IBM i systems, including experience in remote desktop, cloud, and virtualized environments.
- Very good understanding of TCP, File Transfer Protocols, and DNS, with troubleshooting knowledge in routing, firewalls, port management, and connectivity.
Desirable Skills
- Experience in troubleshooting connectivity and networking issues related to TCP/IP, DNS, and FTP.
- Familiarity with case management tools and customer support ticketing systems. (Dynamics and (PowerBI)
- Exposure to cloud environments and virtualization platforms.
- Knowledge of security principles related to software and network troubleshooting.
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As an EEO/Affirmative Action Employer, 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.
