Support Operations Specialist

RESPONSIBILITIES:Kforce is immediately seeking an experienced Support Operations Specialist for our enterprise networking and cloud solutions client in Chicago, Illinois (IL).Summary:Company Support is looking for a passionately caring, gritty, customer-oriented problem solver to join our Operations Team as a Support Operations Specialist. This team focuses on handling non-networking Support Cases and is responsible for providing quality support for our growing customer base. This customer-facing role exposes you to a variety of complex problems that require deep and detailed investigation and problem solving involved in the company Dashboard as well as our in-house tools and CRM. It will also require the Support Operations Specialist to work with many teams within the company, providing opportunities for career growth in a fun, challenging, and fast-paced environment.Responsibilities: Support Operations Specialist will effectively communicate with third parties such as partners and customers regarding non-networking issues and customer service inquiries, both orally and in writing Educate and assist customers and partners with (but not limited to): licensing, orders, processes, policies, and other admin-only tasks Own each customer case from initial creation to resolution As a Support Operations Specialist, you will collaborate with the Network Support team to address any case that escapes your area of expertise Work with the leadership team to improve processes Work with the Support, Product, Sales, Engineering and Operations teams to resolve customers' cases; This includes cases that have been escalated for higher visibility Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles Stay up to date on company features and technology by attending lunch and learns, participating in engineering and product team communication, and keeping up with enterprise and cloud networking trendsREQUIREMENTS: Takes pride in doing excellent work and can both teach and learn from those around them Outstanding English language written and verbal communication skills and comprehension with the ability to clearly and concisely articulate matters to third parties Attention to detail Technically savvy and able to quickly pick up on new products and internal tools Outstanding customer service skills Excellent account management and follow-through skills Ability to multitask and work under pressure Previous experience in customer support or a desire to be a part of a support organizationKforce 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.