The Technical Consultant will provide world-class support to existing and potential customers. Technical aptitude, problem solving abilities, customer relationship skills are imperative to success in this role. These skills will enable our Technical Consultants to respond to client inquiries ranging from basic questions about technology, to troubleshooting complex problems related to our products or connectivity issues. Acting as the customer advocate, outstanding communication skills and the ability to work independently, will ensure that our customers’ needs are met in a timely manner, providing the highest level of customer satisfaction. This position has the potential to grow to a Level 2 Technical Consultant and higher or move into a pre-sales, services, testing or other role within the company.

WHAT YOU'LL DO

• Provide triage support for all products in the Fortra portfolio to eliminate hold time and provide the best customer experience.
• Take ownership of each customer request to ensure timely resolution.
• Listen to customer concerns to determine the source and the various components of the issue.
• Collect and review system data such as job logs, log files, and history reports. Analyze for known issues using platform-specific logs such as syslogs, job logs, audit logs, error messages and problem resolution skills.
• Collaborate with team members on problem identification, analysis and resolution.
• Represent the Company and products in a professional manner at all times.
• Other duties as assigned by the manager.

QUALIFICATIONS

• A four-year degree is preferred. Equivalent work experience and accreditations will be considered.
• Previous software support experience is a plus.
• Ability to work successfully with customers to provide problem resolution.
• Strong telephone etiquette.
• Expert 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.