FORTNA · 10 hours ago
Sr. Technical Client Support Specialist
United States
Full-time
Remote
Mid, Senior Level
3+ years expFORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. The Sr. Technical Client Support Specialist 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.
ConsultingInformation TechnologyLogisticsSupply Chain ManagementWarehouse Automation
Responsibilities
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
Qualification
Required
(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
Preferred
Associate's or Bachelor's degree in technology related field
Knowledge of electrical/mechanical system functionality
Bilingual English/Spanish
Company
FORTNA
Fortna is a professional services firm helping companies with complex distribution operations meet customer promises.
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