Kforce has a client that is seeking a Technical Support Agent (Tier 1) in Largo, FL. Summary: Reporting to the Global Operations Manager, in the Global Customer Services (GCS) department, the Communication Agent serves as the first point of contact between the Company and its customers for all systems issues. This person is responsible for effectively communicating information to the customer as well as a variety of operational departments involved in Customer Service. The interactions with customers must be professional, instill confidence and establish a high level of credibility. Roles and Responsibilities: * Handle email, fax and in-person requests * Collect all information available, identifying the caller and the problem * Process the call through ITSM, either updating an existing ticket or creating a new ticket * Identify and assign a -problem type- to the ticket * Assign ticket to the proper discipline's queue * Follow the progression and status of requested calls; Provide management with visibility of status * Inform and update users of periodic interventions that have been scheduled for their site * Update schedules and report customer/user issues back to the Project Manager * Maintain intervention reports * Handle special projects as assigned