Technical Support

Job description

Technical Support

BCforward is currently seeking highly motivated Technical Support in Alpharetta, GA

Position Title: Technical Support

Location: Alpharetta, GA

Anticipated Start Date: Tentative start Date 09/02/2025
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: 2+ Months with possibilities for extension
Job Type: Contract: 40 hrs/week

Pay Range: $35 to $37.35/hr on W2

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.).

Responsibilities

Key Responsibilities
* Active Remote Resolution:
Deliver end-to-end technical support using remote diagnostic tools.
Resolve 75%+ of cases remotely and help shape a Shift Left model through knowledge transfer and automation.
* Deep Technical Analysis & RCA:
Conduct detailed remote Root Cause Analysis to identify recurring patterns and drive continuous product and process improvement.

Contribute RCA outcomes to the broader technical knowledge base.
* Customer Engagement & Success:
Lead strategic engagements with customers remotely to understand pain points, align on resolution strategies, and define success metrics.

Establish long-term trust and position yourself as a proactive partner, not just a troubleshooter.
* Cross-Functional Collaboration:
Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams.

Ensure diagnostic accuracy and quality handover for field visits.
* Remote Enablement & Shift Left Execution:
Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers and peers.
* Escalation Management & Ownership:
Take full ownership of complex support cases.

Set priorities, manage escalations professionally, and ensure timely and effective case progression.
* After-Hours On-Call Support:
Participate in monthly on-call rotation to support customers across global time zones (24x7 / 18x6 coverage), ensuring business continuity for critical operations.
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Desired Skills & Experience
* Customer-Centric Attitude:
Demonstrated commitment to delivering excellent service experiences and solving problems with empathy and urgency.
* Remote Support Agility:
Proven ability to diagnose and resolve complex technical problems using remote tools and data insights, minimizing the need for dispatch.
* Communication & Documentation:
Strong written and verbal communication skills.

Ability to produce clear, concise technical documentation and guide customers effectively.
* Team Collaboration:
Demonstrates One Team - One Goal mindset.

Works well in a matrixed environment with cross-regional, cross-functional teams.
* Initiative & Innovation:
Brings forward ideas to enhance remote resolution, improve efficiency, and influence product or process evolution.

Actively contributes to strategic improvement projects.
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Minimum Qualifications
* Required: High School Diploma or equivalent
* Preferred: College Degree in a technical field
* Experience:
o Minimum 3 years in customer-facing technical support (remote or onsite)
o Highly Preferred: Experience with HP Indigo as press operator or field technician
o Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., ServiceNow)

Keywords: Experience with HP Indigo as press operator or field technician

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.



About BCforward:
Founded in 1998 on the idea that industry leaders needed 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 place to work.

BCforward is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum.

As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information.

BCforward will only use this information to complete the recruitment process.
This posting is not an offer of employment.

All applicants applying for positions in the United States must be legally authorized to work in the United States.

The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position.

Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 243173 when responding to this ad.

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Job Snapshot
Employee Type Contractor

Location Alpharetta, GA (Onsite)

Job Type Automotive

Experience Not Specified

Date Posted 09/22/2025

Required Skill Profession

Computer Occupations