Technical Help Desk Agent

Kforce is seeking a Technical Help Desk Agent to support Federal Government and commercial accounts. This remote overnight position involves providing technical assistance to clients with their commercial credit card programs via phone, email, and chat. The agent will troubleshoot issues with online commercial card management platforms, aiming for final resolution and maximum client satisfaction through active listening and problem-solving.

Must Have

• High School diploma/GED or equivalent
• 2-3 years of experience within Customer Service
• Good time management skills
• Good verbal and written communications skills
• Proficient computer skills using Microsoft Office applications
• Effective telephone and interpersonal skills
• Good problem-solving and negotiation skills
• Ability to handle difficult customer calls
• Ability to identify and resolve/escalate problems
• Experience in helpdesk ticketing systems (e.g., ServiceNow)

Perks & Benefits

• Medical/dental/vision insurance
• HSA
• FSA
• 401(k)
• Life, disability & ADD insurance
• Paid time off (for salaried personnel)

Description

Kforce has a client that is seeking a Technical Help Desk Agent responsible for supporting Federal Government and commercial accounts. This is a key client support role that works closely with our account management teams and is a team orientated position. This team operates a 24-hour, 7 day a week support center model. This position is designated as a remote overnight position.

Summary:

• Helps clients with their commercial credit card programs by providing technical assistance through phone, email, and chat to ensure a positive client experience with our online commercial card management platforms
• Regularly address client issues by listening to clients, troubleshooting potential root causes of issues and determining the appropriate course of action with the goal of final issue resolution and maximum client satisfaction.

Requirements

• High School diploma/GED or equivalent
• 2-3 years of experience within Customer Service
• Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
• Good verbal and written communications skills
• Proficient computer skills using a variety of software packages including Microsoft Office applications
• Effective telephone and interpersonal skills
• Good problem-solving and negotiation skills
• Ability to handle difficult customer calls
• Ability to identify and resolve/escalate problems
• Experience in helpdesk ticketing systems (ex: ServiceNow)

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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