Technical Support Representative

Job Description

Job Description

Job Title: Customer Solutions Rep/ Technical Support

Location: Rio Rancho, NM 87144- Hybrid

Duration: Contract - 24 months

Pay Range: $12.68/hr - $16.60/hr (W2).

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Customer Solutions Representative IV to join our team. The ideal candidate will have strong experience in customer entitlement validation, case management, remote support, and service request coordination and a proven ability to resolve complex issues, drive compliance through case lifecycle, and recommend process improvements .

Work Arrangement and Key Dates:

• Hybrid. Onsite required Tuesday, Wednesday, and Thursday in Rio Rancho, NM.
• Hours per day: 8. Overtime may be required.

Responsibilities:

• Validate customer entitlement and log cases for routing or dispatch to appropriate resources.
• Monitor service events through completion to ensure compliance with procedures and standards.
• Manage service requests through multiple access channels, including phone and chat.
• Review customer feedback and case data. Analyze access and case statistics and provide resolutions and feedback.
• Lead or participate in process and quality improvement projects.
• Handle escalations and recommend actions in post-incident reviews.
• Manage multiple cases simultaneously with minimal supervision and set methods for new assignments when needed.
• Mentor or train new agents and provide guidance to non-exempt employees.

SMB Chat Responsibilities:

• Gather and assess SMB customers’ hardware, software, and technical needs via chat.
• Generate and route leads to appropriate departments based on needs and segments.
• Identify future related needs for opportunity expansion and competition scenarios.
• Investigate and optimize solutions within customer parameters and constraints.
• Anticipate potential delivery or solution challenges and solicit team inputs as required.
• Assist customers in placing orders via chat.

Required Skills & Qualifications:

• High school diploma or equivalent. 3 to 5 years of relevant experience, or a combination of experience and college-level education.
• Superior written and verbal communication skills with excellent fluency in the supported language.
• Experience in customer-facing roles, remote or in person, including phone-based support.
• Proficiency with computers, case logging systems, call routing, and obligation systems.
• Strong understanding of internal processes and tools, with ability to apply them to daily tasks.
• Problem-solving ability, accuracy in data entry, and sound time management.
• Ability to oversee compliance with operating procedures and standards.
• Capability to mentor and train new agents.

Preferred Skills:

• Experience with SMB customers and chat support environments.
• Background in process improvement or quality initiatives.

BCforward is a leading workforce solutions company connecting skilled professionals with top employers nationwide. We are committed to empowering careers through meaningful opportunities, professional growth, and exceptional support throughout the employment journey.

Company Description

BCforward is a leading workforce solutions company connecting skilled professionals with top employers nationwide. We are committed to empowering careers through meaningful opportunities, professional growth, and exceptional support throughout the employment journey.