Kforce Weekend - Customer Support Analyst in Louisville, Kentucky

Kforce has a client seeking a Weekend - Customer Support Analyst in Louisville, Kentucky (KY). The hours are Saturday and Sunday 8am through 5pm.Essential Functions:

  • 75-80 % of the calls are password resets

  • Will be working on all holidays, rain, snow, etc.

  • Accepts requests and questions from customers and other support staff through various preferred media (phone, email)

  • Follows up to ensure accurate and timely resolutions are provided

  • Independently resolves problems/questions that arise and consults with team members, development or technical staff on difficult issues

  • Listens to issues and questions as reported by customers on assigned hardware, software and uses troubleshooting skills to provide answers or resolutions

  • Continuously monitors department processes and recommends to management new and innovative ideas for improvement

  • Solicits feedback and guidance of best practices from senior department team members

  • Assists senior department team members in identifying frequently encountered issues and developing resolutions

  • Excellent customer support phone skills

  • Good documentation skills for entering information into a ticketing system

  • Some analytical and problem solving skills

  • High level of patience, empathy and courtesy in a high-volume environment

  • Some overtime may be required

  • Saturday and Sunday Hours: 8am - 8pm or 10am - 10pm

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.Compensation Type:Hours