FORTNA · 8 hours ago
Technical Support Supervisor-2
United States
Full-time
Remote
Mid, Senior Level
$101K/yr - $151K/yrFORTNA partners with leading brands to optimize distribution operations through intelligent software solutions. The Technical Support Supervisor will lead the Client Support Team, ensuring effective case resolution and maintaining strong client relationships while managing departmental operations.
ConsultingInformation TechnologyLogisticsSupply Chain ManagementWarehouse Automation
Responsibilities
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
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 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
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
Qualification
Required
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
Company
FORTNA
Fortna is a professional services firm helping companies with complex distribution operations meet customer promises.
Founded in 1946
1001-5000 employees
H1B Sponsorship
FORTNA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (17)
2023 (19)
2022 (7)
2021 (4)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
THL
2022-04-18Acquired
2019-03-29Private Equity
Leadership Team
R
Rob McKeel
Chief Executive Officer
Recent News
2025-08-21
2025-08-15
2025-08-13
Company data provided by crunchbase