Technical Support (Hybrid)

Kforce Inc; Coppell (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Kforce Inc. in Coppell, TX is seeking a Technical Support specialist to deliver top-tier support to advisors and end-clients. You will respond to inquiries, troubleshoot issues, and guide users through Broker/Dealer portals, ensuring high customer satisfaction and loyalty.

The role emphasizes strong technical acumen, excellent communication, and the ability to work both independently and within a team in a fast-paced environment. Comprehensive benefits and stability are offered.

Qualifications

• Demonstrated technical acumen.
• Understanding of MS Exchange and MS Office 365.
• Excellent typing skills.
• Interact with and navigate web-based applications confidently.
• Strong service orientation and patience.
• Excellent interpersonal communication skills.
• Able to work independently and in a team environment.

Responsibilities

• Respond to telephone support inquiries from Financial Advisors, their staff in the field, and end clients.
• Provide technical assistance with system status and network connectivity across installed applications and software.
• Offer ongoing service-focused support for client web portals; identify trends and report trouble tickets to tier 3 support.
• Assist advisors and end-clients with navigation of Broker/Dealer portals and systems.
• Troubleshoot and resolve product or service problems; determine causes and propose fixes.
• Resolve simple issues immediately; escalate complex inquiries to IT Support or vendors.

Skills

Technical acumen

MS Exchange

Office 365

Typing skills

Web navigation

Customer service

Patience

Organizational skills

Interpersonal skills

Team player

Adaptability

Job description

Responsibilities

A client with Kforce is seeking a Technical Support to join their team in Coppell, TX. This role will be responsible for creating Raving fans by delivering excellent support to all of our advisor's end-clients. The goal is to build and maintain client loyalty as well as create the world's most referable platform. Responsibilities:

• Respond to telephone support inquiries from Financial Advisors, their supporting staff in field, and end clients
• Provide technical assistance with system status, network connectivity, along with a variety of problems of all installed applications and software products supported by IT
• Provide ongoing service focused support for all aspects of the client's web portals, identify trends, and report trouble tickets to tier 3 support
• Provide support to our advisors and end-clients with the navigation and use of various systems associated with the Broker/Dealer
• Troubleshoot and resolve product or service problems; determining the cause and explaining the best solution to resolve the issue
• Resolve less complex problems immediately and direct complex inquiries to the IT Support team and/or vendor for resolution
• Utilize the CRM (Client Relationship Management) tool to record calls and status of all requests
• Provide follow-up to ensure full customer satisfaction
• Escalate requests to or consult with senior staff when solution is unclear
• Report problems with procedures and make suggestions for improvement
• Participate in special projects that enhance the overall advisor and client experience
• Provide support to our clients in all aspects of the Client and Advisor Portals
• Maintain high level standards of call handling requirements and quality review scores while adhering to assigned work schedule
• Provide training support on department process and system navigation

Requirements

• Demonstrated technical acumen
• Understanding of MS Exchange and MS Office 365
• Excellent typing skills
• Understands how to interact with and navigate web-based applications
• Strong orientation toward service
• Patience when working with callers that are less technically proficient
• Strong organizational skills
• Excellent interpersonal communication skills
• Flexible and adaptable to change in a fast-paced environment
• Courteous and empathetic to customer concerns
• Able to work well independently and within a team environment
• Ability to handle challenging calls with poise, patience and positive demeanor

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.