Client Support Specialist

Job title:

Client Support Specialist

Company

Fortna

Job description

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.Job DescriptionAs a Technical Support Specialist, you are working in a hybrid role; you are responsible for ensuring the delivery of high-quality technical support services and providing the highest level of Client satisfaction. Day to day, you will identify client problems, proactively monitor client systems, and build and maintain a support knowledge base.Technology in our world constantly evolves, so you will need to stay updated with new software and hardware through Fortna training programmes and independent research. This will be challenging, stretch you technically, and keep you on your toes.You will manage multiple technical support calls simultaneously and find that each case’s difficulty and troubleshooting level will vary. Due to the extensive range of software and systems utilized, it will take time for the successful applicant to gain the necessary knowledge to work independently. The learning process will be rewarding but will require patience and self-confidence.Main tasksTo build and improve your understanding of all system functionality, i.e. Software, Electrical and Controls and gain knowledge of those departments.Respond to Client calls independently and promptly.Work with the Client to diagnose system and software issues.Utilize internal and external resources to research Client issues.Work with Clients to ensure connectivity methods are reliable and utilize current technology.Provide superior technical support assistance to Fortna’s Client base, enlisting help from additional Technical Support team members as necessary.Follow up with Clients after an issue has been resolved to ensure high levels of satisfaction.Maintain a log of all Client calls, daily, weekly and monthly, to ensure calls are completed promptly.Keep up to date on all modifications that are performed for system updates.Make necessary changes to Fortna Warehouse Execution System (FortnaWES) menus and configuration with direction from Technical Support team members.Create reports identifying call incidents by Client and by root cause.Continually train yourself in software, hardware and support standards to ensure the highest level of technical support is provided for our clients.What do you need for this position?Proven experience in system/software support, including troubleshooting, diagnosing and identifying issuesA minimum of one year experience in a technical support role working with the following:NetworkingSQL or Oracle.Linux, Windows operating system and hardware troubleshooting.Exhibits strong computer skills with the ability to understand the technical aspects of the software and its functions.Knowledge of electrical/mechanical system functionalityBasic electrical skills and experience in reading electrical drawings.Excellent documentation skills to help build our knowledge base.Excellent oral and written communication skills with the ability to clearly articulate to all project members and stakeholdersAble to work independently and see tasks through to completion without significant guidance.Able to take the initiative, make decisions, and show confidence in decisions made.Strong interpersonal, organisational, time management and problem-solving skillsKnowledge of electrical/mechanical system functionalityAble and willing to travel approximately 10% (primarily domestically with the possibility of international travel).A positive mindset with a can-do attitude.You recognize yourself in the skills below:Languages; effortlessly in English (other languages are a benefit)Creative Problem-Solving:; You have a clear overview of taks and you are creative in your way of working.Adaptability: Change your planning during the day because of in-between priorities.Communicate; Be a strong and confident communicator who can collaborate effectively.What do we offer you?A challenging and varied function in which you coordinate, organize and improve. An open and no-nonsense working environment in which own initiative and development are valued. You will work in an enthusiastic and driven team of colleagues in an informal and flexible organization. FORTNA is a fast-growing organization with various career opportunities.Are you up for the challenge?Do you recognize yourself in the above profile and do you want to be part of a progressive organization? Then respond via the application button.For questions:

Expected salary

Location

United Kingdom

Job date

Thu, 14 Mar 2024 07:48:03 GMT

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