Technical Support Supervisor

Overview of the Technical Support Supervisor Role at FORTNA

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known worldwide 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.

This position will be responsible for providing leadership to Client Support Team Leads and Specialists, building and maintaining strong relationships with Fortna clients, active monitoring of client systems, and follow-through of case resolution.

Primary Responsibilities Include:

Management

• Providing guidance to all associates within the department so they have the tools to do their jobs most effectively.
• Maintaining organization within the Client Support department to ensure the department runs most efficiently and effectively.
• Monitoring inbound call queue and email queue.
• Monitoring staff for optimal ASA.
• Keeping Client Support associates informed of information handed down from senior management.
• Ensuring that proper daily staffing is maintained regarding time-off and volume needs.
• Holding weekly meetings with the Client Support team to go over cases, and other topics needed to be discussed.
• Participating with potential new hire interviews.
• Coordinating internal project work with team and Manager of Client Support Services.
• Managing client education through training webinars.
• Maintaining a responsible financial structure of the Client Support team and expenditures.
• Managing staffing requirements and planned development based on future new and existing client growth.
• Strengthening relationships between departments.

Team Leadership

• Helping during critical client issues in keeping multiple departments engaged so a most efficient resolution can be obtained.
• Providing guidance to Team Leads and Client Support Specialists with new and existing cases to help bring them to an an efficient resolution.
• Holding training sessions with associates to help them better understand existing and new technologies.
• Developing new processes as needed to keep Client Support ahead of the technology curve.
• Managing the transition from delivery to support with new and existing client projects.

Client Relationship

• Traveling to client sites when a Fortna Client Support presence is required.
• Keeping Client relationships in the forefront – maintaining contact with key client stakeholders.
• Reviewing year-end review report with clients to provide leadership on areas needing improvement and also commend on successes made.
• Providing clients with month-end reviews of their cases for each month.

Required Qualifications:

• Proven leadership skills.
• Experience in handling client cases.
• Detailed knowledge of the entire case process.
• Proficiency with generating, reading, and understanding reports.
• Exceptional communication skills (verbal & written).
• Ability to motivate and maintain a high level of team member engagement.
• Ability to multi-task efficiently.
• Proficient with all Fortna related applications (MS office, vpn clients, etc.).
• Have the ability to follow direction accurately and efficiently.
• Ability to work under stressful conditions and react appropriately.
• Detail oriented.

Working Conditions:

When duties are performed in a typical office environment, extended periods of sitting at a desk and viewing a computer screen will be required. Also required is the ability to talk and hear, in person and by telephone; use of hands to handle, feel, or operate standard office equipment; and ability to reach with hands and arms. Associates are frequently required to walk and stand. The noise level in this work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. This position description should not be considered all-inclusive.

Key skills/competency

• Leadership
• Client Relationship Management
• Case Resolution
• Team Guidance
• Process Development
• Performance Monitoring
• Staffing Management
• Reporting & Analysis
• Communication Skills
• Technical Support