Technical Support Specialist

RESPONSIBILITIES:
Kforce has a client in New York, NY that is seeking a Technical Support Specialist to join a fast-paced, global support organization within the financial technology space.

Summary:
This role is ideal for someone who thrives in a customer-facing environment, enjoys solving complex technical problems, and is passionate about delivering an exceptional customer experience. You will work directly with customers of all sizes, supporting them through general inquiries, complex troubleshooting, and incident-related communications, while partnering closely with internal technical and business stakeholders. This role plays a key part in supporting a 24/7 global operation and contributing to scalable, well-documented support processes.

Responsibilities:
* Engage with customers to resolve issues submitted through support tickets in accordance with defined service levels and response times
* Troubleshoot and resolve both general inquiries and complex technical issues
* Craft clear, professional, and tailored written communications to help customers understand and resolve their issues
* Collaborate cross-functionally with internal teams including Partner Management, Business Development, Compliance, Product, and Engineering to diagnose and resolve customer-impacting issues
* Serve as a trusted advisor to customers with a professional, empathetic, and approachable communication style
* Validate, document, and complete escalation requests while ensuring proper follow-up and resolution
* Participate in incident management activities, including communicating customer impact and status updates
* Identify opportunities for operational improvements and contribute to solutions that help scale the support organization
* Establish, document, and refine operational processes with a focus on continuous improvement and cross-training
* Maintain and update internal documentation to support consistency and knowledge sharing across the team

REQUIREMENTS:
* 2+ years of experience working in a fast-paced, customer-facing support environment
* Experience using ticketing and support systems such as Zendesk, HubSpot, or similar platforms
* Experience contributing to team processes, documentation, and operational improvements
* Strong written and verbal communication skills with the ability to explain complex concepts clearly and concisely
* Customer-focused mindset with a strong commitment to delivering high-quality service
* Highly motivated, empathetic, and eager to continuously learn and improve
* Comfortable working with collaboration and productivity tools such as Slack, macOS, and Google Workspace
* Proven ability to solve open-ended problems efficiently and independently
* Willingness to work weekends and holidays on a semi-regular basis as part of a global support rotation
* Experience supporting customers via live chat and/or social media channels preferred
* Prior experience in financial services, payments, or fintech environments preferred
* Familiarity with data analytics tools for troubleshooting and root-cause analysis preferred
* Experience mentoring or supporting the development of peers is a plus
* Multilingual skills are a plus

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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