Technical Support Representative

Job Title: Customer Solutions Rep/ Technical Support

Location: Rio Rancho, NM 87144

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.