Technical Support Analyst

• Job Title: Customer Service Representative
• Location: Rio Rancho, NM 87144 (Hybrid)
• Duration: Contract - 24 months
• Pay Range: $15-$16.21/hr (W2).
• Work Arrangement: Onsite Tuesday, Wednesday, and Thursday
• Overtime: Yes
• Dress Code: Business Casual

• 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 Customer Solutions Representative IV to join our team. The ideal candidate will have strong experience in customer entitlement validation, case management, and phone-based support, and a proven ability to resolve complex issues, manage escalations, and drive process improvements with minimal supervision.

Responsibilities:

• Validate customer entitlement and create cases for routing or dispatch to appropriate resources.
• Monitor service events through completion to ensure compliance with standards and procedures.
• Manage service requests across multiple access channels and maintain accurate case records.
• Review customer feedback and analyze phone and case management statistics to provide resolutions and recommendations.
• Lead or participate in process and quality improvement projects and post-incident reviews for escalated cases.
• Mentor or train team members and provide guidance on methods and procedures.
• Manage multiple tasks and cases simultaneously with minimal supervision.

SMB Chat Responsibilities:

• Gather and assess SMB customers’ hardware, software, and technical needs via chat.
• Generate and route leads to appropriate departments based on customer needs and segments.
• Identify related future needs to support opportunity expansion and lead generation.
• Identify customer-specific parameters and constraints that impact proposed solutions.
• Investigate and optimize solutions to fit requirements and anticipate potential challenges.
• Collaborate with team members and assist peers as needed. Support SMB customers in placing orders via chat.

Required Skills & Qualifications:

• High school diploma or equivalent. 3 to 5 years of relevant experience, or an equivalent combination of education and experience.
• Superior written and verbal communication. 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. Accurate data entry.
• Strong understanding of internal processes and tools, and ability to apply them to daily tasks.
• Problem solving, time management, and ability to manage multiple priorities with minimal supervision.
• Ability to oversee compliance with operating procedures and standards and to mentor or train new agents.

Preferred Skills:

• Experience with SMB chat support, lead generation, and opportunity qualification.
• Experience participating in process or quality improvement initiatives.