Technical Customer Support

Technical Customer Support at BCforward Technical Customer Support at BCforward in Westminster, Colorado Posted in 1 day ago.

Type:

full-time

Job Description:

Job Title:

Technical Customer Support Location:

Westminster, CO Duration:

Contract - 6 months

Pay Range:

$21/hr $24/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 Technical Customer Support professional to join our dynamic team. The ideal candidate will have strong experience in SaaS support, multichannel customer assistance, and case documentation in Salesforce and a proven ability to deliver timely resolutions, maintain service levels, and create positive customer experiences .

Responsibilities:

Engage with customers in a friendly, empathetic, and professional manner to build rapport and trust. Actively listen, ask clarifying questions, and use plain language while seeking feedback for understanding. Respond to approximately 25 email requests and 10 phone requests per day to support team SLAs. Proactively manage individual queues and backlogs, resolving aging requests for timely handling. Document each case, including contact information, issue details, and troubleshooting steps. Capture customer requests from all channels, including phone, chat, email, and queues. Assist with account and subscription management, refunds, and SketchUp technical issues. Support areas such as billing, account authorization, entitlement, downloads, installations, extensions, crash identification, and bug tracking. Apply knowledge base content to resolve issues and qualify escalations when appropriate. Follow communication and incident protocols to route information to proper channels. Maintain current knowledge of products, promotions, and internal systems through training.

Required Skills & Qualifications:

Bachelor's degree or equivalent experience in a customer solutions environment. 2+ years supporting customers via chat, email, and phone. Customer-focused approach with inclusive communication to diverse audiences. Technical proficiency with computer systems, software, and Google Workspace. Strong communication, active listening, empathy, and patience. Time management and prioritization for high-volume, time-sensitive cases. Attention to detail for issue discovery and accurate case notes. Composure and professionalism in high-pressure situations. Troubleshooting skills to identify, diagnose, and resolve technical issues. Comfortable working remotely with occasional in-office meetings.

Preferred Skills:

Knowledge of 3D modeling, 3D graphics processing, or energy performance. Background in Engineering, Architecture, Design, or User Experience. Customer Support Center experience. Experience with Windows, Android, iOS, and macOS. Familiarity with support software, ticketing systems, remote support tools, and Salesforce.