Support Associate, IT​/Tech

Support Associate

With over two decades of expertise, Fortray excels in IT Recruitment, Training, and Services. As IT Recruiters, we connect top talent with global opportunities in the digital technology sector, offering contract, temporary, and permanent placements across various industries, roles, salaries, and locations. Our specialized teams ensure your recruitment or job search benefits from seasoned experts who deeply understand your sector. Fortray is also a global online boot camp, helping career changers gain vital digital skills in just four weeks, opening doors to lucrative tech careers.

Our rigorous curriculum covers cybersecurity, Cloud computing, Data analytics, Coding, Project Management, Dev Ops, AI/ML, and more. Practical, hands-on learning and mentorship from industry experts result in a remarkable 95% placement rate. With over 1,000 monthly live classes, real-world projects, and extensive resources, Fortray stands out. Our mentorship program, flexible schedules, and 1:1 career coaching guide your success. Join 1,000+ satisfied graduates on their journey to tech careers through Fortray.

Additionally, as a Managed Service Provider (MSP), we offer global managed IT services, including cybersecurity, cloud solutions, and IT consultancy, tailored to businesses of all sizes, emphasizing user centricity from consultation to ongoing support, ensuring seamless technology operations.

Purpose of the Job – Overview

Job Title:

Support Associate

Location:

Fully Remote

Must have a 2 to 3 hours backup, 22 to 24" monitor with HDMI cable, table, chair, and a quiet place to work.

Timings:

• Monday to Friday: 9 AM to 6 PM BST

• Saturday: 10 AM to 3 PM BST

About the Role

Position Responsibilities:

• Respond to customer/client queries in a timely and accurate way, via phone, email or chat
• Identify customer/client needs and help customers use specific features
• Update our internal databases/CRM with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives
• Update CRM (Change current course to completed modules)
• Handle complicated queries which are not resolved by the first contact person.

Specific Knowledge, Skills or Abilities

Required:

• Experience as a Customer Support Specialist or similar IT Support Role
• Familiarity with our industry is a plus
• Experience using ticketing software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• BSc in Information Technology or relevant diploma (CCNA)