Technical Support Supervisor-2

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 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.

The base salary range for this role is $100,700 to $151,100.  This base salary range represents the low and high end of the base salary range for this position. Actual base salary offered will vary based on various factors including but not limited to location, level, job-related knowledge, skills, experience, and performance.

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.