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 adecuado for individuals with foundational IT or software knowledge and a passion for problem-solving, learning, and creating best-in-class customer experiences.

Key Responsibilities
- Initial Technical Troubleshooting: Assist in diagnosing and resolving common technical issues related to Fortra’s solutions. Work with more experienced support team members to analyze 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 they understand troubleshooting steps and resolutions.
- Documentation and Logging: Document customer issues, resolutions, and interactions accurately in the support system. Ensure that issues are tracked and escalated appropriately when necessary.
- Environment Configuration Support: Assist in setting up and maintaining test environments based on customer inputs and system specifications under the guidance of senior team members.
- Knowledge Development: Learn Fortra’s solutions and stay updated on internal processes and best practices to provide customers with the most accurate and up-to-date information.
- Collaboration: Work closely with senior team members, shadowing them to learn advanced troubleshooting techniques and system analysis. Escalate issues as necessary to senior team members and coll

📌 Associate support analyst (Estado de México)
🏢 Turtle Trax
📍 Estado de México