Description
Kforce's Client who is a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants, and wireless dealers, is seeking a Technical Support Specialist Tier 1.Summary:This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. The Technical Support Specialist will support and resolve customers' issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have the willingness to learn, be trained, and develop critical technical skills to support its customers.Core Functions:
- Technical Support Specialist will provide first-level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues or escalating issues to the Tier 2 team
- Assist inexperienced or nontechnical end users in resolving issues
- Diagnoses browser and networking issues
- Records and maintains accurate information within the ticketing system
- Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided
- As a Technical Support Specialist, you will work in a team environment
- Coordinating, working with, and following up on work performed by field techs
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Requirements
- High School diploma or equivalent
- Inbound/Outbound technical support center experience preferred
- Customer-facing experience preferred
- Should be able to prioritize and meet tight deadlines
- Must be organized, detail-oriented and able to work without constant instruction
- Possess a technical aptitude for performing technical tasks to resolve customer issues
- Ability to work in a high-intensity, fast-paced environment
- Ability to work a flexible or rotating schedule, including some weekends and evenings
- Ability to work both independently and as part of a team
- Must have excellent customer service skills and manage time well, working with multiple clients at the same time
- Must be able to communicate empathetically, logically, and clearly
- Must be able to work in an on-demand, fast-paced customer service environment without becoming frustrated, frazzled, or angry
- Able to always exercise the highest level of confidentiality and ethical standards
- Proficient in configuring, and troubleshooting production services
- Configuration and troubleshooting of network issues including firewalls
- Understanding of basic Linux commands
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
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.