Technical Services Analyst

Kforce's client in Charlotte, NC is seeking a detail-oriented and technically skilled Technical Services Analyst to support our in-gym systems and core business platforms. This role ensures system accuracy, smooth operations, and a positive experience for Franchise Partners and Members. Summary: The Technical Services Analyst specializes in in-gym technology platforms, including Mindbody, DOMO, LoopSpark, and the client's App, while also providing Tier One and Tier Two support for retail and nutrition systems. Accountability:

• Provide technical support for in-gym systems and core platforms
• Troubleshoot and resolve system issues for Franchise Partners and members
• Serve as escalation point for complex technical cases
• Maintain and improve system processes and documentation
• Support technology projects and new system implementations
• Assist with cross system support including retail and nutrition platforms

• Serve as the lead technical contact for operational platforms, including Mindbody, DOMO, and the App
• Provide advanced troubleshooting, configuration, and process improvement across systems
• Act as a liaison for system improvements and vendor collaboration

• Respond to and resolve inbound tickets related to B2B and B2C systems and orders
• Escalate Tier 3 technical issues to the appropriate subject matter expert or vendor

• Identify recurring issues and recommend scalable, system-level solutions
• Contribute to technical documentation, SOPs, and internal knowledge bases

• Partner with HQ stakeholders to scope, test, and deploy technical projects that impact franchise operations
• Provide user feedback and ensure field-readiness for new technology rollouts
• 2-4 years of experience in technical support, systems analysis, or a related role
• Proven experience managing or supporting platforms such as CRMs, POS systems, or enterprise SaaS tools
• Strong analytical and problem-solving skills with the ability to break down complex issues into actionable steps
• Excellent communication skills; capable of translating technical concepts into clear, business friendly language
• Familiarity with ITIL concepts and experience working on a structured service desk environment
• Highly collaborative with the ability to work cross-functionally across business and technical teams
• Detail oriented, process driven, and focused on delivering high quality, scalable solutions
• A passion for empowering others through technology and process improvement

• Bachelor's degree preferred
• Experience using Zendesk or similar ticketing platform
• Experience with Mindbody software
• Experience with analytics or reporting tools such as DOMO
• Knowledge of the fitness industry or franchise systems is a plus