Global Support Agent

As a Global Support Agent at BCforward, your primary responsibility is to be the first point of contact for internal and external employees/resources who reach out with concerns, questions, or issues related to various aspects of their employment. You will handle Human Resources requests, application/system issues, and payroll inquiries, ensuring excellent service delivery by being patient, empathetic, and acting with a sense of urgency. It is crucial for you to take ownership of ensuring that tickets are accurately triaged and escalated as needed, following up to ensure prompt resolution of employee issues. In addition to these core responsibilities, you will also assist in ancillary services for different internal departments. Key Responsibilities: - Capture all necessary information accurately when recording incidents - Utilize support tools such as phone, email, chat, and make outbound calls - Provide basic entry-level support promptly - Adhere to communication procedures, guidelines, and organizational policies - Employ divergent and critical thinking to navigate tickets and resolve issues - Provide accurate, valid, and complete information using appropriate methods and tools - Comfortably work night shifts and handle multiple tasks including emails, chats, and phone calls - Adapt to change, learn new methodologies and technologies - Maintain high speed and accuracy while multitasking - Follow pre-assigned checklists and ensure accuracy - Perform audits as required Qualifications Required: - Excellent communication skills, including active listening - Critical thinking, multitasking, prioritization, and time management abilities - 3 to 5 years of experience in Customer Service or Call Center environment, preferably with US-based clients - High attention to detail, consistent performance, and follow-through - Ability to work in a team, fast-paced environment, and adapt quickly to changes - Strong verbal and written communication skills to influence audiences internally and externally - Integrity and discretion in handling confidential information - Familiarity with internet browsers (Firefox/IE) and email clients (Outlook/Gmail) - Comfortable working night shifts Preferred Qualifications: - Certifications in ITIL, SHRM, or equivalent - System knowledge in ADP, ATS, Freshworks Suite/Zendesk, or other ticketing systems - Any Graduate with experience in HR Field/Customer service/Technical support (Handled US Clients) Company's Additional Details: BCforward operates in a professional office environment, utilizing standard office equipment like computers, phones, photocopiers, filing cabinets, and fax machines. This is a full-time position with the Global Support team operating Monday through Friday, covering the range of 8 a.m. to 8 p.m. PST. Agents are expected to work an 8-hour shift, excluding breaks and lunch. It is a work from the office position. If you possess the required qualifications and are looking for an opportunity to showcase your skills in a dynamic and supportive work environment, we welcome you to apply for the Global Support Agent position at BCforward. As a Global Support Agent at BCforward, your primary responsibility is to be the first point of contact for internal and external employees/resources who reach out with concerns, questions, or issues related to various aspects of their employment. You will handle Human Resources requests, application/system issues, and payroll inquiries, ensuring excellent service delivery by being patient, empathetic, and acting with a sense of urgency. It is crucial for you to take ownership of ensuring that tickets are accurately triaged and escalated as needed, following up to ensure prompt resolution of employee issues. In addition to these core responsibilities, you will also assist in ancillary services for different internal departments. Key Responsibilities: - Capture all necessary information accurately when recording incidents - Utilize support tools such as phone, email, chat, and make outbound calls - Provide basic entry-level support promptly - Adhere to communication procedures, guidelines, and organizational policies - Employ divergent and critical thinking to navigate tickets and resolve issues - Provide accurate, valid, and complete information using appropriate methods and tools - Comfortably work night shifts and handle multiple tasks including emails, chats, and phone calls - Adapt to change, learn new methodologies and technologies - Maintain high speed and accuracy while multitasking - Follow pre-assigned checklists and ensure accuracy - Perform audits as required Qualifications Required: - Excellent communication skills, including active listening - Critical thinking, multitasking, prioritization, and time management abilities - 3 to 5 years of experience in Customer Service or Call Center environment, preferably with US-based clients - High attention to detail, consistent performance, and follow-through - Ability to work in