Help Desk Support

Job Description Job Description Job Title: Help Desk Support Location: O'Fallon, MO Expected Duration: 12 months to start off (Possibility for extension or conversion based on performance / Client’s need) Shift: Monday through Friday (10:30 am-7:00 pm) Work schedule-4 days on site, 1 date WFH Job Responsibilities: • Provide timely customer service to incoming requests via the phone in an automated call delivery environment • Multi-task between incoming calls and e-mail requests with ability to meet turnaround time of 12 business hours • Assume ownership and respond to customer (internal/external) correspondence, complaints, and inquiries in an efficient, accurate and professional manner to achieve an optimal outcome.

Ability to meet our First Level Resolution standards.

• To ensure complete resolution of all customer inquiries; may need to coordinate end to end service with other business partners • Effectively navigate multiple systems and applications to research, analyze and resolve customer inquiries • Basic knowledge of Small Commercial insurance principles and company products • Know and comply to corporate policies, regulatory standards (SOX), internal business processes (while processing work and meeting and/or exceeding service performance and quality standards • Utilize basic understanding of product & underwriting guidelines Skills: • Strong customer service skills including oral and written communication.

• Demonstrated leadership skills • Ability to work with all types of customers and assist to best ability in resolving their issue.

• Experience in a call center or customer service environment preferred • Knowledge of customer service principles and practices • Ability to handle multiple priorities within strict time constraints.

• Excellent organizational skills, with the ability to multi-task • Excellent verbal and written communications skills • Excellent collaboration skills • Strong Critical Thinking and Analytical Skills (Regarding being able to identify potential issues being triaged based on training) • Possesses the ability to work independently to complete assignments in a timely manner.

• Ability to work well as in a team environment.

• Demonstrated commitment to team and departmental goals.

• Ability to make informed decisions, achieving the appropriate results.

• Accurate Data Entry and Tracking skills required.

• Working Knowledge of MS Word and Excel - To be used to reference and look up information.

• Working Knowledge of Service Now preferred - To be used to track Help Desk tickets.

• Flexibility when schedule changes are needed and overtime needs are available Education/Experience o College level education preferred, but not required based on prior experience(s) o Commercial Insurance experience is preferred but not required.

o Work From Home/Remote Work Experience (able to troubleshoot basic connection issues, VPN experience, desktop setup, etc.) o Understanding of or ability to learn Small Business Insurance product and underwriting guidelines is required.

o General Computer and Program knowledge is preferred (as we will be troubleshooting and triaging these types of issues on our team for our business partners.

Company Description About 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 Description About BCforward:rnrnFounded 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.rnrnBCforward 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.rnrnBCforward is an equal opportunity employer.