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