Customer Support Specialist
Company: BCforward
Location: Boise
Posted on: April 26, 2024
Job Description:
Customer Support SpecialistBCforward is currently seeking a
highly motivated Customer Support Specialist for an opportunity in
Boise, ID! Position Title: Customer Support Specialist Location:
Boise, ID Anticipated Start Date: 04-25-2024Please note this is the
target date and is subject to change. BCforward will send official
notice ahead of a confirmed start date. Expected Duration: 24 Plus
Months (Contract)Job Type: [FULLTIME (> =30 HOURS WEEKLY],
[CONTRACT], [ONSITE] Pay Range: $16/hr to $18/hrPlease note that
actual compensation may vary within this range due to factors such
as location, experience, and job responsibilities, and does not
encompass additional non-standard compensation (e.g., benefits,
paid time off, per diem, etc.). Job Description:
- Uses ability as a skilled specialist to contribute to the
development of new concepts/techniques and to complete
assignments/tasks in innovative and effective ways.
- Expert knowledge on the general/technical aspects of the
job.
- Works on assignments that are highly complex in nature where a
strong degree of independent judgment, initiative, and technical
knowledge are required to resolve problems.
- Work is completed independently and can handle most unique
situations.
- Frequently determines methods and procedures for new
assignments.
- May supervise the activities of other non-exempt
employee.Responsibilities:
- Responsible for validating customer entitlement, log case for
the purpose of routing or dispatching an end-user to the proper
resources.
- Monitor the service event through completion for
compliance.
- Manage the service requests of customers through different
access channels.
- Reviews customer feedback related to customer entitlement &
case management and analysis of statistics related to customer
access (phone) & case management.
- Provide resolution and feedback based on analysis.
- Leads in projects for process or quality improvements and
documents changes.
- Works with escalated customers and drives actions in post
incident reviews.
- Manages multiple tasks or cases simultaneously without
supervision.
- Acts as a mentor and may provide some supervision of other
non-exempt employees.
- May provide input on training material for new and existing
processes.
- Provide training to new and existing employees as needed.
- Process expert and subject matter expert on standard and
nonstandard delivery types. Education and Experience:
- High school education or equivalent; some college-level
education preferred.
- Typically requires a minimum of 5+ years general experience, or
equivalent combination of experience and college-level education.
Work Environment:
- Superior communication skills both written and verbal
Experience in customer-facing role either remote or face to
face.
- Understands internal processes and tools Computer
proficiency.
- Problem solving skills.
- Accuracy in data entry.
- Excellent fluency in language to be supported.
- Experience in a phone based remote role.
- Familiarity with computer technology.
- Time management skills.
- Oversee compliance with operating procedures and
standards.
- Advanced knowledgeable in call routing and case management
processes and obligation systems.
- Strong understanding of internal processes, tools and usage of
such tools in managing daily tasks
- Organizational skills to manage workflow and tasks.
- Process analysis and documentation.
- Ability to mentor and train new agents
- Ability to participate or lead in projects for process or
quality improvements.Benefits:BCforward offers all eligible
employees a comprehensive benefits package including, but not
limited to major medical, HSA, dental, vision, employer-provided
group life, voluntary life insurance, short-term disability,
long-term disability, and 401k. Keywords:
- Customer Service and Customer Support. About BCforward:Founded
in 1998 on the idea that industry leaders needed a professional
service, and workforce management expert, to fuel the development
and execution of core business and technology strategies, BCforward
is a Black-owned firm providing unique solutions supporting value
capture and digital product delivery needs for organizations around
the world. Headquartered in Indianapolis, IN with an Offshore
Development Center in Hyderabad, India, BCforward's 6,000
consultants support more than 225 clients globally.BCforward
champions the power of human potential to help companies transform,
accelerate, and scale. Guided by our core values of People-Centric,
Optimism, Excellence, Diversity, and Accountability, our
professionals have helped our clients achieve their strategic goals
for more than 25 years. Our strong culture and clear values have
enabled BCforward to become a market leader and best in class place
to work.BCforward is an equal opportunity employer. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity,
national origin, or protected veteran status and will not be
discriminated against based on disability.To learn more about how
BCforward collects and uses personal information as part of the
recruiting process, view our and . As part of the recruitment
process, we may ask for you to disclose and provide us with various
categories of personal information, including identifiers,
professional information, commercial information, education
information, and other related information. BCforward will only use
this information to complete the recruitment process.This posting
is not an offer of employment. All applicants applying for
positions in the United States must be legally authorized to work
in the United States. The submission of intentionally false or
fraudulent information in response to this posting may render the
applicant ineligible for the position. Any subsequent offer of
employment will be considered employment at-will regardless of the
anticipated assignment duration.Interested candidates please send
resume in Word format Please reference job code 221107 when
responding to this ad.
Keywords: BCforward, Meridian , Customer Support Specialist, Other , Boise, Idaho
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