Helpdesk Support

1 week agoAtlanta, GA


Kforce has a client in search of a Helpdesk Support in Atlanta, GA.Summary:Within Company Digital Member Support Services (DMSS), the DMSS team performs second-level support for the company web site and for the Flagship Mobile App. Questions that cannot be handled by our first-level customer support call centers, are forwarded to the DMSS team via ServiceNow. This includes technical questions and issues from members, prospective members, customers, and brokers. This individual will report to the Manager of DMSS and be responsible for answering technical questions, troubleshooting, and resolving user's issues. This individual should have requisite experience in meeting and exceeding customer SLAs.Specific Duties:

  • In a timely manner, respond to technical support questions and issues from members, prospective members, Brokers, Employers, and Customers using the company website and Flagship Mobile App that have been escalated to the DMSS Team from the Tier 1 Call Center or internal Helpdesk
  • Troubleshoot technical problems that users encounter while using the company website or app, provide user account maintenance, and supply solutions derived through research and troubleshooting
  • Communicate professionally with members, brokers, employers, customers, users, and co-workers as well as track/update information in the ServiceNow ticket
  • Collaborate with technical staff, both internally and externally to resolve outstanding issues


  • A college degree is preferred and minimum of 12+ months of Information Technology experience or related work experience
  • 2 - 3+ years of experience in a customer facing role, preferably in a Technical Customer Support type of position
Technical Skills:
  • Experience with Web browser technologies (IE, Firefox, Safari, etc.) and the Internet as well as Microsoft Office Suite, Microsoft Windows (XP, 7, etc.), and email clients (Lotus Notes, Outlook, etc.) a must
  • Excellent troubleshooting skills
Performance Skills:
  • Must have a passion for providing excellent customer support to all types of customers as well as impeccable verbal and written communication skills
  • Must possess organizational proficiencies to multitask and work in a fast-paced environment with minimum supervision
  • Must be a team player and have the ability to interact with multiple levels of personnel within the organization
  • Must be highly motivated, self-starting, and committed to achieving results and have a strong sense of ownership and follow-through to resolution
  • Must have strong problem-solving skills and be able to come up with creative and flexible solutions
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Kforce is a professional staffing services firm offering Technology and Finance & Accounting jobs with top employers nationwide. We specialize in providing contract, contract-to-hire and direct placement opportunities, with over 50 years of experience in the staffing industry. Kforce offers many consultants comprehensive benefits depending on employment status, including medical, dental, 401(K), life insurance and disability. Our vision is to be "the firm most respected by those we serve."

Job ID: Kforce-1913122-TVT