Senior Support Specialist

Kforce has a client in Jacksonville, FL that is seeking a Senior Support Specialist to provide expert-level technical support, troubleshooting, and customer service to employees, customers, and business partners. This individual will serve as a key point of contact for technical issues, helping users resolve problems efficiently while delivering an exceptional customer experience. The ideal candidate is customer-focused, analytical, technically skilled, and able to communicate solutions clearly to both technical and non-technical users. Key Responsibilities:

• Serve as the first point of contact for technical support requests via phone and email
• Troubleshoot and resolve hardware, software, and application issues
• Document incidents, problems, resolutions, and follow-up actions
• Escalate or route issues to the appropriate teams when necessary
• Perform remote troubleshooting using diagnostic tools and investigative techniques
• Provide guidance and mentorship to junior team members
• Participate in an on-call support rotation
• Maintain a high level of customer service in a fast-paced, high-volume environment
• High School Diploma or GED
• Minimum of 1 year of Help Desk, Technical Support, Service Desk, or Customer Support experience
• Strong customer service and communication skills
• Excellent analytical and problem-solving abilities
• Data entry skills with a minimum typing speed of 85 KPM
• Strong attention to detail and organizational skills
• Ability to multitask and prioritize in a fast-paced environment
• Working knowledge of PC operating systems and web browsers

• Associate's degree or technical school certification
• Help Desk or IT Support certification (or ability to obtain certification)
• Experience supporting enterprise applications and business systems
• Continuous learning mindset with a focus on technical development
• Bilingual skills are a plus

• Strong troubleshooting and technical support expertise
• Experience delivering exceptional customer service
• Ability to identify root causes and implement effective solutions
• Strong verbal and written communication skills
• Experience supporting transportation, logistics, or supply chain systems is a plus
• Ability to mentor, train, and support team members

• Transportation Management Systems (TMS)
• Mobile Applications
• Scan & Imaging Solutions
• Logistics & Workflow Platforms
• Email Configuration & Account Setup
• Infios (formerly MercuryGate) TMS