Remote Help Desk Technician

Job DescriptionJob DescriptionPosition Title: Remote Help Desk Technician/ IT SupportLocation: Plano, TX, 75024 (Remote)Expected Duration: 12 months of contract with possibility of extensionJob Description:Provides level 1 technical support to users for computer-related technical problems on assigned account(s).Enters contacts into the ticket tracking system; ensures information is accurate, prioritized and assigned to a queue.Responds to customer inquiries to ensure customer needs are met.Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.Provides back-up assistance on other accounts as needed.Basic Qualifications:US Citizen.High school diploma or G.E.D.One or more years of technical training in computer support preferredTwo or more years of technical or customer support experienceExperience working with company products and operating systemsExperience with solving computer related problemsExperience working with company escalation policyOther Qualifications:Interpersonal skills to interact with customers and team membersGood communication skillsOrganization skills to balance and prioritize workAnalytical and problem-solving skillsAbility to work in a team environmentCompany DescriptionAbout 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 places to work.BCforward is an equal opportunity employer.Company DescriptionAbout BCforward:rrFounded 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.rrBCforward 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 places to work.rrBCforward is an equal opportunity employer.

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