What are the responsibilities and job description for the Technical Support Agent (Tier 1) position at Kforce Technology Staffing?
Job Details
RESPONSIBILITIES:
Kforce has a client that is seeking a Technical Support Agent (Tier 1) in Largo, FL.
Summary:
Reporting to the Global Operations Manager, in the Global Customer Services (GCS) department, the Communication Agent serves as the first point of contact between the Company and its customers for all systems issues. This person is responsible for effectively communicating information to the customer as well as a variety of operational departments involved in Customer Service. The interactions with customers must be professional, instill confidence and establish a high level of credibility.
Roles and Responsibilities:
* Handle email, fax and in-person requests
* Collect all information available, identifying the caller and the problem
* Process the call through ITSM, either updating an existing ticket or creating a new ticket
* Identify and assign a -problem type- to the ticket
* Assign ticket to the proper discipline's queue
* Follow the progression and status of requested calls; Provide management with visibility of status
* Inform and update users of periodic interventions that have been scheduled for their site
* Update schedules and report customer/user issues back to the Project Manager
* Maintain intervention reports
* Handle special projects as assigned
REQUIREMENTS:
* Technical degree or Technical Certifications in Hardware or Software
* Minimum 3 year of service as a Customer Service in a Technical Support Center environment
* Experience with Support Center software, such as Sales Force, Service Now, ITSM, HEAT, Remedy, Clarify, or other similar programs
* Excellent verbal and written communication skills
* External/Internal customer focus
* Results driven/initiative
* Interpersonal skills
* Detail oriented
* Ability to plan, organize, and prioritize
* Required fluency in Portuguese, Spanish and English; Polyglot candidates preferred
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.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client that is seeking a Technical Support Agent (Tier 1) in Largo, FL.
Summary:
Reporting to the Global Operations Manager, in the Global Customer Services (GCS) department, the Communication Agent serves as the first point of contact between the Company and its customers for all systems issues. This person is responsible for effectively communicating information to the customer as well as a variety of operational departments involved in Customer Service. The interactions with customers must be professional, instill confidence and establish a high level of credibility.
Roles and Responsibilities:
* Handle email, fax and in-person requests
* Collect all information available, identifying the caller and the problem
* Process the call through ITSM, either updating an existing ticket or creating a new ticket
* Identify and assign a -problem type- to the ticket
* Assign ticket to the proper discipline's queue
* Follow the progression and status of requested calls; Provide management with visibility of status
* Inform and update users of periodic interventions that have been scheduled for their site
* Update schedules and report customer/user issues back to the Project Manager
* Maintain intervention reports
* Handle special projects as assigned
REQUIREMENTS:
* Technical degree or Technical Certifications in Hardware or Software
* Minimum 3 year of service as a Customer Service in a Technical Support Center environment
* Experience with Support Center software, such as Sales Force, Service Now, ITSM, HEAT, Remedy, Clarify, or other similar programs
* Excellent verbal and written communication skills
* External/Internal customer focus
* Results driven/initiative
* Interpersonal skills
* Detail oriented
* Ability to plan, organize, and prioritize
* Required fluency in Portuguese, Spanish and English; Polyglot candidates preferred
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.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
