L1 Tech Support (NSS) - AUS

RESPONSIBILITIES

Kforce has a client that is seeking a remote Helpdesk Associate to join their team.

Summary

We are seeking a candidate to provide customer service and technical support in a fast-paced call center environment. This role is responsible for assisting customers and internal users with order-related inquiries, troubleshooting technical issues, and resolving hardware, software, and account access concerns. Support is primarily provided through inbound phone calls and requires strong problem-solving and communication skills.

Key Responsibilities

• Respond to inbound customer and employee support requests
• Troubleshoot order, system, hardware, software, and account-related issues
• Provide first-level technical support and issue resolution
• Document interactions and escalate complex issues as needed
• Deliver excellent customer service while meeting performance expectations
• Follow established support processes and procedures
• Maintain productivity and quality standards in a structured call center environment

Queue Specific:

• Troubleshoot active directory, manage associate user groups affecting email/access
• Provide technical support for asset protection information System (APIS, Loss Prevention) Camera monitoring
• Reset store user passwords/log in access issues
• Troubleshoot systems used to investigate varying topics

REQUIREMENTS:

• Recent experience in a customer service, technical support, help desk, or call center environment
• Previous experience working remotely in a professional setting
• Experience operating within a structured call center environment, including adherence to schedules, breaks, productivity metrics, and attendance expectations
• Strong troubleshooting and problem-solving abilities
• Excellent verbal communication and customer service skills
• Ability to multitask and work effectively in a high-volume environment
• Dedicated home workspace suitable for remote work
• Reliable high-speed internet connection with the ability to connect via ethernet when required
• Work history with recent/relevant experience
• Demonstrated commitment, reliability, and a professional work ethic
• Self-motivated with a strong desire to learn, grow, and advance within the organization
• Flexibility to work varying shifts, including evenings, weekends, and holidays as business needs dictate

Preferred Qualifications

• Experience supporting hardware, software, account administration, or point-of-sale systems
• Prior customer-facing technical support experience
• Proven ability to meet or exceed performance and service level goals in a call center environment

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.

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