Technical Services Analyst

Kforce is partnering with a client seeking a detail-oriented and technically driven Technical Services Analyst to join their team in the Greater Charlotte, NC area. As a key member of the Technical Services team, the Technical Services Analyst will help maintain system reliability, optimize processes, and support technology initiatives across the franchise system while delivering both Tier One and Tier Two technical support. They will be supporting internal systems and core business platforms to ensure system accuracy, operational efficiency, and a positive experience for both internal employees and customers. Key Responsibilities:

• Provide technical support for in-house systems and core business platforms
• Serve as the primary technical contact for operational platforms, including Mindbody and the client's proprietary application
• Perform advanced troubleshooting, configuration, and process improvements across systems
• Act as a liaison between internal teams and external vendors to drive system enhancements
• Troubleshoot and resolve system issues for franchise partners and members
• Serve as an escalation point for complex technical issues and cases
• Maintain and enhance system documentation, processes, and standard operating procedures
• Support technology projects and new system implementations from planning through rollout
• Assist with cross-platform support, including retail and nutrition systems
• Respond to and resolve inbound B2B and B2C support tickets related to systems and orders
• Escalate Tier Three issues to appropriate subject matter experts or vendors when needed
• Identify recurring issues and recommend scalable, system-level solutions
• Contribute to internal knowledge bases, technical documentation, and SOPs
• Partner with HQ stakeholders to scope, test, and deploy technology solutions impacting franchise operations
• Provide user feedback and help ensure field readiness for new technology deployments
• 2-4 years of experience in technical support, systems analysis, or a related role
• Proven experience managing or supporting platforms such as CRMs, POS systems, or enterprise SaaS tools
• Strong analytical and problem-solving skills with the ability to break down complex issues into actionable steps
• Excellent written and verbal communication skills; capable of translating technical concepts into clear, business friendly language
• Familiarity with ITIL concepts and experience working on a structured service desk environment
• Highly collaborative with the ability to work cross-functionally across business and technical teams
• Detail oriented, process driven, and focused on delivering high quality, scalable solutions
• A passion for empowering others through technology and process improvement

• Bachelor's degree preferred
• Experience using Zendesk or similar ticketing platform
• Experience with Mindbody software
• Experience with analytics or reporting tools such as DOMO
• Knowledge of the fitness industry or franchise systems is a plus