> Markdown version of [/jobs/ext/4356018-technical-support-representative](https://www.wearedevelopers.com/jobs/ext/4356018-technical-support-representative). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Technical Support Representative

- **Company:** BCforward
- **Location:** Rio Rancho, NM, United States
- **Experience:** Experienced
- **Salary:** $31,200.0 - $34,528.0
- **Contract:** Temporary contract
- **Skills:** Automatic Call Distributor, Desktop Computing
- **Published:** October 31, 2026
- **Apply:** https://www.juju.com/job/14_018f1236

## About the Role

* High school diploma or equivalent. 3 to 5 years of relevant experience, or a combination of experience and college-level education.
 * Superior written and verbal communication skills with excellent fluency in the supported language.
 * Experience in customer-facing roles, remote or in person, including phone-based support.
 * Proficiency with computers, case logging systems, call routing, and obligation systems.
 * Strong understanding of internal processes and tools, with ability to apply them to daily tasks.
 * Problem-solving ability, accuracy in data entry, and sound time management.
 * Ability to oversee compliance with operating procedures and standards.
 * Capability to mentor and train new agents.

Preferred Skills:

 * Experience with SMB customers and chat support environments.
 * Background in process improvement or quality initiatives.

## Description

We are seeking a Customer Solutions Representative IV to join our team. The ideal candidate will have strong experience in customer entitlement validation, case management, remote support, and service request coordination and a proven ability to resolve complex issues, drive compliance through case lifecycle, and recommend process improvements., * Validate customer entitlement and log cases for routing or dispatch to appropriate resources.

 * Monitor service events through completion to ensure compliance with procedures and standards.
 * Manage service requests through multiple access channels, including phone and chat.
 * Review customer feedback and case data. Analyze access and case statistics and provide resolutions and feedback.
 * Lead or participate in process and quality improvement projects.
 * Handle escalations and recommend actions in post-incident reviews.
 * Manage multiple cases simultaneously with minimal supervision and set methods for new assignments when needed.
 * Mentor or train new agents and provide guidance to non-exempt employees.

SMB Chat Responsibilities:

 * Gather and assess SMB customers' hardware, software, and technical needs via chat.
 * Generate and route leads to appropriate departments based on needs and segments.
 * Identify future related needs for opportunity expansion and competition scenarios.
 * Investigate and optimize solutions within customer parameters and constraints.
 * Anticipate potential delivery or solution challenges and solicit team inputs as required.
 * Assist customers in placing orders via chat.