Sr. Technical Client Support Specialist

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach. 

POSITION SUMMARY: This role is responsible for ensuring the delivery of high-quality technical support services and providing the highest level of Client satisfaction by understanding Fortna’s system and software functionality, identifying Client problems, proactively monitoring Client systems, resolving and following through with Clients, building and maintaining a support knowledge base while promoting strong working relationships both internally and externally. The Sr. Client Support Specialist is the escalation level position for Fortna Client Support where specific disciplines are learned and advanced while gaining an understanding of Fortna’s Client systems, to be able to independently support the Fortna Client base. 

PRIMARY RESPONSIBILITIES INCLUDE: 

• Understanding of all Client log ins. 

• Ability to respond to Client calls independently. 

• Acting as both the Client and Fortna Level 1 Team's escalation contact and diagnosis of system and/or software issues.   

• Understanding system and software functionality to identify Client issues 

• Understanding of all system functionality, i.e. Software, Electrical and Controls and gain knowledge of those departments. 

• Ability to perform research on Client issues with referencing the WIKI. 

• Working with Clients to ensure connectivity methods are reliable and utilize current technology.   

• Providing technical support assistance to Fortna's Client base; recruiting help from additional Client Support team members as necessary. 

• Following up with Clients after issue is resolved to ensure satisfaction. 

• Maintaining log of all Client calls, daily, weekly and monthly to ensure calls are completed in a timely manner. 

• Keeping up to date on all modifications that are performed for system updates. 

• Exhibiting strong computer skills with the ability to understand the technical aspects of the software and its functions.   

• Continually training on software, hardware and support standards to ensure the highest level of technical support to Clients. 

• Creating reports;