IT Call Center Agent

Job Description

BCforward is currently seeking a highly motivated IT Call Center Agent for an opportunity in Phoenix, AZ.

Position Title: IT Call Center Agent

Location: Phoenix, AZ

Anticipated

Start Date:

ASAP

Expected Duration: 10 Months with possibility of extension

Job Type: Contract Full Time (>=40 Hours Weekly), On-Site

Pay Range: $18/hr - $20.71/hr

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.).

Knowledge:

• Service request management
• Service request tracking software
• Thorough understanding of IT Tier I support and escalation procedures
• Thorough understanding of issue triage and documentation
• Customer service principles and practices
• General knowledge of vendor technologies, in-house developed applications
• An Associate's degree or one year of experience in IT support (or equivalent working experience) is required

Skills:

• Proper phone etiquette
• Effective listening skills
• Clean and concise written and verbal communication skills
• Analysis, Evaluation, and Problem Solving
• Researching, reading, and interpreting a wide variety of technical data
• Intermediate skill in using Microsoft Outlook, Word, and Excel

Abilities:

• Develops and sustains productive customer relationships
• Identifies and understands issues, uses information from different sources to draw conclusions; identifies appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
• Practices effective conflict resolution
• Effective use of time‑management and independently motivated
• Work with non‑technical customers with a professional and courteous manner
• Apply problem‑solving skills and initiate corrective action
• Work independently and/or collaboratively and adapt to changing environments and new technologies with colleagues, clients, and team members
• Communicate technical information in simple written and oral form to technical and non‑technical staff/users

Preferred

Skills:

• Experience of 1 or more years of IT Call Center Experience
• Experience with Genesys Cloud Call Center
• Bachelor's degree in a job‑related field

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.

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.

Founded in 1998, BCforward is a Black‑owned firm providing services that support value capture and digital product delivery across the world. With headquarters in Indianapolis, IN and an offshore development center in Hyderabad, India, 6,000 consultants serve more than 225 clients globally. BCforward champions human potential to help companies transform, accelerate, and scale, guided by core values of People‑Centric, Optimism, Excellence, Diversity, and Accountability.

To learn 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 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 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.