Tech Support Agent II

RESPONSIBILITIES

• Kforce has a client that is seeking a Tech Support Agent II in Dallas, TX.
• Provide problem resolution for all system requests escalated by the level I Help Desk or Program Management teams in an accurate and timely manner
• Provide accurate and timely logging of issues and resolutions in the 8x8 ticketing system
• Help resolve user-reported problems in adherence with established procedures and policies for the handling of support cases
• Maintain regular communication with all stakeholders to keep them informed of progress to resolve all outstanding issues

REQUIREMENTS

• Bachelor's degree from an accredited university in an Information Technical field and a minimum of one (1) year of customer service experience, preferably remote telephonic support; Or Bachelor's degree from an accredited university and three (3) or more years of direct experience supporting SaaS (Software as a Service) products/customers
• Three (3) or more years of telephone, email and chat technical customer support
• Strong knowledge of networking principles to aid with basic troubleshooting
• Proficient in applying technical troubleshooting framework to identify root causes
• Strong English oral and written communication skills
• High attention to detail
• Excellent time management
• Quiet dedicated workspace
• Self-driven with a strong sense of accountability
• Able to work in a fast-paced setting
• Ability to quickly ramp up and understand the technical functionality, processes, and underpinnings of the applications
• Ability to support installation and troubleshooting on both desktop (i.e., Macs, Linux, and Windows) and mobile (i.e., iPad and Chromebook) devices; problem/incident recording, and problem resolution/escalation
• Ability to interact with external users to obtain and convey concise problem information in a professional manner by phone or email