Ensuring the delivery of high-quality technical support services
Providing the highest level of Client satisfaction
Understanding Fortna’s system and software functionality
Identifying Client problems and proactively monitoring Client systems
Resolving and following through with Clients while building support knowledge base
Promoting strong working relationships both internally and externally
Acting as both the Client and Fortna Level 1 Team's escalation contact
Understanding system and software functionality to identify Client issues
Maintaining logs of all Client calls, daily, weekly, and monthly to ensure completion in a timely manner
Creating reports to identify call incidents by Client and root cause

(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
Strong interpersonal, organizational, time management and problem-solving skills
Ability to travel approximately 10% primarily domestically with the possibility of international travel

Senior Technical Client Support Specialist

Key skills