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; identifying call incidents by Client and by root cause.
Managing the setup and configuration of backup and replacement PCs that are sold to Fortna's Client base.
Ability to make necessary changes to Fortna Warehouse Execution System (FortnaWES) menus and configuration with direction from Client Support team members.
REQUIRED QUALIFICATIONS:
(3-5) years of client support related experience
Proven experience in system/software support including troubleshooting, diagnosing and identifying issues
Knowledge/experience in operating system functionality (Linux, Unix, networking, QNX)
Basic electrical skills
Experience with SQL
Excellent documentation skills
Excellent oral and written communication skills with the ability to clearly articulate to all project members and stakeholders
Ability to work independently and see tasks through to completion
Ability to work well with technical and non-technical resources
Ability to take initiative, make decisions, and show confidence in decisions made
Must be able to see tasks through to completion without significant guidance
Strong interpersonal, organizational, time management and problem-solving skills
Ability to travel approximately 10% primarily domestically with the possibility of international travel; this percentage could change depending on company needs
Ability to perform essential functions of the job
DESIRED QUALIFICATIONS:
Associate’s or Bachelor’s degree in technology related field
Knowledge of electrical/mechanical system functionality
Bilingual English/Spanish
CONDITIONS TO NOTE:
The holder of this position will occasionally be required to work unsociable hours including weekends.
This position description should not be considered all-inclusive. The holder of this position may be required to undertake other duties, which are broadly in line with the above responsibilities.
This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.
It is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.
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