Technical Support Specialist

Technical Support Specialist at Jobs via Dice

Kforce has a client in New York, NY that is seeking a Technical Support Specialist to join a fast-paced, global support organization within the financial technology space.

This role is ideal for someone who thrives in a customer-facing environment, enjoys solving complex technical problems, and is passionate about delivering an exceptional customer experience. You will work directly with customers of all sizes, supporting them through general inquiries, complex troubleshooting, and incident-related communications, while partnering closely with internal technical and business stakeholders. This role plays a key part in supporting a 24/7 global operation and contributing to scalable, well-documented support processes.

Key Responsibilities

• Engage with customers to resolve issues submitted through support tickets in accordance with defined service levels and response times.
• Troubleshoot and resolve both general inquiries and complex technical issues.
• Craft clear, professional, and tailored written communications to help customers understand and resolve their issues.
• Collaborate cross-functionally with internal teams including Partner Management, Business Development, Compliance, Product, and Engineering to diagnose and resolve customer-impacting issues.
• Serve as a trusted advisor to customers with a professional, empathetic, and approachable communication style.
• Validate, document, and complete escalation requests while ensuring proper follow-up and resolution.
• Participate in incident management activities, including communicating customer impact and status updates.
• Identify opportunities for operational improvements and contribute to solutions that help scale the support organization.
• Establish, document, and refine operational processes with a focus on continuous improvement and cross-training.
• Maintain and update internal documentation to support consistency and knowledge sharing across the team.

Required Qualifications

• 2+ years of experience working in a fast-paced, customer-facing support environment.
• Experience using ticketing and support systems such as Zendesk, HubSpot, or similar platforms.
• Experience contributing to team processes, documentation, and operational improvements.
• Strong written and verbal communication skills with the ability to explain complex concepts clearly and concisely.
• Customer-focused mindset with a strong commitment to delivering high-quality service.
• Highly motivated, empathetic, and eager to continuously learn and improve.
• Comfortable working with collaboration and productivity tools such as Slack, macOS, and Google Workspace.
• Proven ability to solve open-ended problems efficiently and independently.
• Willingness to work weekends and holidays on a semi-regular basis as part of a global support rotation.

Preferred Qualifications

• Experience supporting customers via live chat and/or social media channels preferred.
• Prior experience in financial services, payments, or fintech environments preferred.
• Familiarity with data analytics tools for troubleshooting and root-cause analysis preferred.
• Experience mentoring or supporting the development of peers is a plus.
• Multilingual skills are a plus.

Key skills/competency

• Customer Support
• Technical Troubleshooting
• Zendesk
• Incident Management
• Fintech Support
• Cross-functional Collaboration
• Problem Solving
• Process Improvement
• Communication Skills
• Documentation