Technical Support Specialist

RESPONSIBILITIES:
Kforce has a client in Milwaukee, WI that is seeking a Technical Support Specialist to lead daily technical support operations, ensuring customers receive prompt, effective service. The Technical Support Specialist will manage escalations, coordinate field technicians, oversee hardware troubleshooting, and drive process improvements. This role requires hardware/software technical skills, go-getter attitude, and a customer-first mindset.

Responsibilities:
* Oversee daily technical support activities and meet service level agreements (SLAs)
* Act as the primary escalation point for complex technical issues
* Coordinate technician scheduling, hardware replacements, and returns
* Monitor KPIs and implement process improvements
* Collaborate with sales, product, and engineering teams
* Train team members on products, systems, and customer service skills

REQUIREMENTS:
* Proven track record of successfully managing hardware and software, with a strong understanding of project management methodologies
* Deep understating of retail digital displays, signage and retail media networks
* Excellent leadership skills with the ability to inspire and motivate cross-functional teams
* Strong analytical and problem-solving skills, with the ability to make data-driven decisions
* Exceptional verbal and written communication skills, capable of engaging stakeholders at all levels
* Familiarity with digital tools and platforms used in retail, as well as a keen understanding of the evolving digital landscape
* Good understanding of retail environments, fixtures, and retail fixture deployment, especially big-box retail and club stores
* Experience with electronics, the ability to read and understand electrical schematics and wiring diagrams
* Experience creating writing diagrams and visual aids to communicate system functionality to variety of internal/external stakeholders
* Proven experience managing technical support teams
* Strong hardware/software troubleshooting skills
* Excellent communication and problem-solving abilities
* Experience with service management tools (e.g., Service Channel) 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.

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