Elevate customer satisfaction as a Senior Analyst with Fortra, focusing on IBM i Power Systems troubleshooting. This role combines technical expertise with mentorship and leadership.
As a senior member of the support team, your responsibilities include diagnosing advanced technical issues and collaborating with internal teams for solutions. You will play a pivotal role in ensuring that customers understand their system's functionality while mentoring junior members to enhance service quality and efficiency.
Key Responsibilities:
• Analyze and troubleshoot escalated technical issues
• Communicate effectively with clients on problem resolutions
• Set up and validate testing environments based on customer input
• Participate in and lead internal training sessions
• Document and propose feature requests based on customer needs
Requirements:
• Bachelor’s degree or equivalent experience
• 4+ years in technical support with IBM i system analysis
• Strong under...