Description: Support Agent

BCforward is currently seeking a highly motivated Support Agent in Denver, CO / Remote

Position Title: [Support Agent]

Location: [Denver, CO] - Remote

Anticipated Start Date: [July 08th, 2024]

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: [6+ Months]

Job Type: Contract - [FULL TIME (40 Hours a week)]

Pay Range: [$18/hr.] - [$20/hr.]

Please 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:

• The Customer Support Coordinator is responsible for receiving all customer inquiries via the phone, chat, email and/or Internet and for operating a computerized CRM System with a steady volume of customer requests for our Viewpoint Construction Software division. This division provides an enterprise level software solution with integrated accounting, project management, and operations modules for mid-range to large-scale contractors throughout the United States and abroad. This is a full-time, entry-level position which will initially operate under close supervision. The successful candidate will possess good telephone/Internet skills and a customer service orientation.

Essential Duties & Responsibilities

1. Answers high-volume incoming support calls, chats, emails, and online cases; and routing calls to appropriate employees.

2. Assist customers on setting up Customer Portal (online support portal), update contact preferences. You will also provide support for customers having access issues or questions about the Customer Portal.

3. Enters and updates customer data, including customer contact information and pertinent details including software version.

4. Communicates and interacts directly with customers, assisting with directing calls to other departments for any case owners outside of CS.

5. Assist customers, sales, PS in expediting cases when asked.

6. Completes assigned projects as needed.

7. Educates and schedules appointments for customer deployment of Viewpoint Software.

8. Manage bounced emails to keep Viewpoint contact information current.

Competencies

• Strong customer-service orientation.

• Writes and speaks clearly and concisely and expresses self well.

• Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents information effectively, and is able to read and interpret written information.

• Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, customers, vendors and others.

• Consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.

• Handles confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.

• Well-organized, self-directed team player.

• Strong organizational skills required, strong follow-through a must with the ability to manage projects and assignments with flexibility.

Qualifications Required

• High school diploma

• Pleasant and articulate telephone personality and the ability to create rapport and deal constructively with customers over the phone. Remains calm in dealings with customers and amidst a high-volume of incoming calls.

• Demonstrated excellent attendance record and a high level of dependability. Ability to work within the coverage requirements of the Customer Support department.

• Ability to multi-task and thrive in a fast-paced, software-based environment. Experience handling multiple competing requests incoming through