Technical Support Specialist

Join Our Team as aTechnical SupportSpecialist

Company:COREFORCE
Location:Buckhead - Atlanta, GA
Job Type:Full-time
Salary:$22/Hr.

Tier 1supportschedule:

We have 2 schedules available:

• 8-5 (Mon-Fri)
• 2-11 (Mon-Fri)

PositionSummary

Reporting to the Call Center Manager, the Technical SupportSpecialist(TSS)(Tier I)serves as the first line ofsupportfor clients seekingassistancewithCoreforceproducts or services. The TSSis responsible fordelivering prompt, professional, and customer-focused technicalassistancethrough phone, chat, and email channels. This role involves troubleshooting commontechnicalissues such as network connectivity, hardware malfunctions, software errors, and access-related problems using established procedures and internal knowledge bases. The TSS is expected to accurately document interactions, categorize tickets appropriately, and follow established workflows and service level agreements (SLAs).

Strong analytical, organizational, and communication skills are essential, as the TSS must actively listen, ask relevant questions, and translate complex issues into understandable solutions for clients. When issues cannot be resolved at the Tier 1 level, the TSS will escalate them to higher-tiersupportteams with all necessary context and documentation, ensuring a seamless handoff. In addition to resolving issues, the TSS plays a key role in user education, client retention, andidentifyingtrends or recurring issues to help improvesupportprocesses. A commitment to continuous learning, professionalism under pressure, and a customer-first mindsetiscritical for success in this role.

Essential Duties and Responsibilities(including, but are not limited to, the following):

• Serve as the first point of contact for clients seekingtechnical support, delivering excellent customer service through professional, clear, and empathetic communication.
• Resolve Tier 1supportissues via phone, chat, email, and remote desktop tools, using internal knowledge bases and standard operating procedures.
• Troubleshoot and resolve issues related toCoreforceapplications and hardware,includingPolaris, Rocket,EOSdevicesand accessories.
• Perform basic network and connectivity troubleshooting (LAN/WAN/Wi-Fi) andassistwith simple configurations when needed.
• Accurately document all customer interactions, issue details, troubleshooting steps, and resolutions in the Zendesk ticketing system.
• Perform other related duties by management.
• Escalate complex or unresolved issues to Tier 2/3 support, providing detailed case notes and full context for efficient handoff.
• Educate users on system functionality, product usage, and best practices to reduce repeat incidents and improve user experience.
• Proactivelyidentifypatterns insupportrequests and contribute feedback toimproveinternal documentation and processes.
• Participate in scheduled on-call rotation tosupportafter-hoursclient needs.
• Arrive on time for scheduled shifts, remain fully engaged during working hours, andmaintainreliable attendance.
• Performadditional supporttasks and responsibilities as assigned by the Call Center Manager, Management, or Tier 2/3 supportteam.

Mandatory Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or GEDrequired.
• 1+yearsof experience intechnical support, help desk, or IT service environment.
• Prior customer service or contact center experience.
• Strong verbal and written communication skills with the ability to explaintechnicalissues in plain language.
• Familiarity with Windows OS, basic PC hardware, and general troubleshooting methods.
• Strongorganizational skills, attention to detail, and ability to multitask in a fast-paced environment.
• Willingness and availability to work evenings, weekends, andparticipatein the on-call rotation as needed.

Bonus/PreferredSkills

• Working knowledge of LAN, WAN, and Wi-Fi networking concepts.
• Basic understanding of Linux-based systems and command-line navigation is beneficial.
• Experience with Zendesk or other ticketing systems preferred.
• CompTIA Network+ or equivalent certification is a plus.

Physical Demands and Work Environment

The physical demands described here must be met by an employee to perform the essential functions of this position successfully. Reasonableaccommodationsmay be made to enable individuals with disabilities to perform these functions.This role requires the employee to have the ability tomaintaina stationary and an upright position regularly.Regular movement within the officeis required toaccessfilecabinets, office machinery, and other resources. This role involves continuous operation of a computerand other office productivity machineryand tools, including a printerand computer. Regularly, the employee changes their body position toassistin moving objects or gaining access to items. The capacity to convey information and concepts effectively for mutual understanding must bepossessedby the employee. They must alsopossessthecapabilityto share precise details during such interactions. Specific vision capabilities, particularly the ability toobservedetails at close range (within a few feet of the observer), are essential for performing tasks accurately. This role involves the occasional transportation of boxes weighing between a minimum of 5 pounds and a maximum of 30 pounds throughout the office to fulfill diverse demands. The employee occasionally carries out their responsibilities while being exposed to various outdoor weather conditions.

Note

Thisjobdescription in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees willbe requiredto follow any otherjob-related instructions and to perform any otherjob-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject topossible modificationtoreasonably accommodateindividuals with disabilities. To perform thisjobsuccessfully, the incumbents willpossessthe skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.Coreforceis an Equal Opportunity Employer, drug free workplace, andcomplies withADA regulations as applicable.

The companies in theCoreforceorganization are innovativetechnology leaders, delivering groundbreaking digital systems tailored for frontline professionals who rely on speed, accuracy, easy-to-access data, and transparency in their work.Coreforceis an equal-opportunity employer that promotes justice, advances equity, value diversity, and fosters inclusion. Coreforceis committed to hiring the best talent – regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.