Technical Support Specialist

BCforward is currently seeking a highly motivated Hybrid Technical Support Specialist in Rio Rancho, NM.

Position Title: Hybrid Technical Support Specialist

Location: Rio Rancho, NM, 87144

Pay Rate: $18/hr to $19.59/hr on W2

Anticipated Start Date: 11/03/2025
Please 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+ Months (contract position)

Job Type: (40+ HOURS WEEKLY], [CONTRACT], [Hybrid]

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 has ability to handle most unique situations.
• Frequently determines methods and procedures for new assignments.

Responsibilities:

• Working independently while using standard protocol to respond to more complex customer issues.
• Successfully resolve more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical).
• Proactively assist customers to avoid or reduce problem occurrence.
• Participates in projects and provides resolution and feedback based on analysis.

Education and Experience Required:

• 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

Knowledge and Skills:

• Superior communication skills both written and verbal.
• Experience in customer facing role, remote support, telephone support, resolve problems sufficiently through verbal description via telephone or e-support.
• Can confidently diagnose problems to hardware FRU level.
• Has ability to train team members regarding existing and new technologies (NPI) in all relevant product lines Collaborates closely with CC on resolving issues and helps reproduce issues in lab environment.
• Knowledge, experience and updating Knowledge Management systems.

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:
Call Center/ Inbound/ Outbound

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 Privacy Notice and CCPA Addendum. 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 244790 when responding to this ad.

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