Senior Support Specialist

RESPONSIBILITIES:
Kforce has a client in Jacksonville, FL that is seeking a Senior Support Specialist to provide expert-level technical support, troubleshooting, and customer service to employees, customers, and business partners. This individual will serve as a key point of contact for technical issues, helping users resolve problems efficiently while delivering an exceptional customer experience. The ideal candidate is customer-focused, analytical, technically skilled, and able to communicate solutions clearly to both technical and non-technical users.

Key Responsibilities:
* Serve as the first point of contact for technical support requests via phone and email
* Troubleshoot and resolve hardware, software, and application issues
* Document incidents, problems, resolutions, and follow-up actions
* Escalate or route issues to the appropriate teams when necessary
* Perform remote troubleshooting using diagnostic tools and investigative techniques
* Provide guidance and mentorship to junior team members
* Participate in an on-call support rotation
* Maintain a high level of customer service in a fast-paced, high-volume environment

REQUIREMENTS:
* High School Diploma or GED
* Minimum of 1 year of Help Desk, Technical Support, Service Desk, or Customer Support experience
* Strong customer service and communication skills
* Excellent analytical and problem-solving abilities
* Data entry skills with a minimum typing speed of 85 KPM
* Strong attention to detail and organizational skills
* Ability to multitask and prioritize in a fast-paced environment
* Working knowledge of PC operating systems and web browsers

Preferred Qualifications:
* Associate's degree or technical school certification
* Help Desk or IT Support certification (or ability to obtain certification)
* Experience supporting enterprise applications and business systems
* Continuous learning mindset with a focus on technical development
* Bilingual skills are a plus

Desired Skills:
* Strong troubleshooting and technical support expertise
* Experience delivering exceptional customer service
* Ability to identify root causes and implement effective solutions
* Strong verbal and written communication skills
* Experience supporting transportation, logistics, or supply chain systems is a plus
* Ability to mentor, train, and support team members

Experience supporting enterprise business applications is highly preferred, including:
* Transportation Management Systems (TMS)
* Mobile Applications
* Scan & Imaging Solutions
* Logistics & Workflow Platforms
* Email Configuration & Account Setup
* Infios (formerly MercuryGate) TMS

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.

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