Technical Support Manager

About Forward Thinking Systems

Forward Thinking Systems (FTS) is a leading technology company specializing in advanced telematics, fleet management, and video-based safety solutions. We help businesses, governments, and organizations optimize operations and enhance safety through cutting-edge technology. Our mission is to empower clients to thrive in an ever-changing world by providing innovative, reliable, and user-friendly solutions.

Job Summary

We are looking for an experienced Technical Support Manager to lead our technical support operations. In this role, you will oversee a team of support professionals, drive excellent customer outcomes, and work cross-functionally with Sales, Engineering, Configuration, and Accounting. You will report directly to the VP of Operations.

Key Responsibilities

Technical Support

• Field inbound and outbound customer calls and emails to provide timely, effective technical support
• Lead client expectations, dependencies, and deliverables throughout the onboarding process
• Collaborate with sales, engineering, configuration, and accounting teams to deliver a seamless customer experience
• Resolve problems, explain products and services, train clients on software use, and troubleshoot issues
• Manage and uphold the troubleshooting escalation process
• Build and maintain strong relationships with staff, cross-functional teams, and clients

Team Oversight

• Provide daily oversight to team members, ensuring goals are met and clients are handled with the highest level of professionalism
• Execute strategies and goals established by the Director of Operations and CEO
• Deliver onboarding training and ongoing professional development for team members
• Identify and implement process improvements to drive efficient, effective operations
• Manage scheduling, time tracking, PTO, overtime approvals, payroll documentation, and performance feedback
• Oversee the creation and maintenance of troubleshooting guides and process documentation
• Lead special projects, AI Video Reviews, and emerging initiatives

Qualifications

Required

• Associates Degree or GED (minimum)
• 2+ years of experience in a customer-facing role such as Account Management, Implementation, Technical Support, Consulting, or Project Management
• Excellent verbal and written communication skills
• Strong organizational, prioritization, and time management abilities
• Proficiency with Windows, Microsoft Office Suite, and basic PC hardware
• Ability to follow detailed procedures and maintain accurate records
• Authorized to work in the US without sponsorship required

We offer a competitive compensation package along with a collaborative, growth-oriented work environment. Apply directly through Indeed. We look forward to hearing from you!

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Technical support: 2 years (Required)

Location:

• Fort Myers, FL (Required)

Work Location: Hybrid remote in Fort Myers, FL