Global Support Agent (Pickup &Drop available)

BCforward; Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

BCforward is seeking Global Support Agents who serve as the first contact for employees and internal teams. You will triage incidents, provide basic entry-level support via phone, email, and chat, and follow documented procedures to resolve payroll, HRIS, and benefits inquiries.

The role requires excellent communication, multitasking, and the ability to work a night shift in IST. You will collaborate with multiple departments, ensure accurate information, and uphold privacy and confidentiality

Qualifications

• 3 to 5 years of experience in Customer Service or Call Center environment.
• Experience with US-based clients preferred.
• Strong verbal and written communication skills.

Responsibilities

• Global Support triage skills to capture necessary information when recording an incident.
• Manage support tools: phone, email, chat; make outbound calls.
• Provide basic entry level support in a timely manner.

Skills

Excellent communication

Active listening

Multi-tasking

Education

Bachelor's degree or equivalent

Tools

Zendesk

Freshworks

ADP

HRIS

Job description

Office Timings: 9pm to 6am (IST- Night Shift)- Moderately flexible schedule/availability Night Shift Preferred.

Job Overview:

Global Support Agents are the first point of contact for our internal and external. employees/resource as they reach out with any concerns, questions, issues, or information that they have with regards to the many areas of their employment with BCforward including, but not limited to, Human Resources requests, application & system issues as well as payroll questions to highlight the main topic areas. The target is to ensure excellent service is provided to our employees. by being patient, empathetic and act with a sense of urgency. It is key to take ownership of ensuring.

tickets are edited and triaged accurately, ultimately ensuring they reach the appropriate point of escalation as well as following up to ensure that the employees issue is resolved. Support Agents will also be involved in various other responsibilities related to ancillary services provided by support to various internal departments.

Essential Functions

• Global Support triage skills to capture all necessary information when recording an incident.
• Manage support tools: phone/ email/ chat and make outbound calls.
• Provide basic entry level support in a timely manner.
• Follow communication procedures, utilize guidelines, and observe organization policies.
• Follow up and settle to satisfactory conclusion on all customer requests.
• Employ divergent and critical thinking to navigate tickets and issues contained therein.
• Provide accurate, valid, and complete information by using accurate methods & tools.
• Should be comfortable working in Night Shifts.
• Candidates must be highly energetic to multitask and handle emails, chats, and phone calls.

• Adaptive to Change; willing to learn new methodologies and Technologies.
• Ability to work at high speeds while maintaining 100% accuracy and multitasking.
• Ability to follow a pre-assigned checklist and measure accuracy against systems.
• Ability to multitask numerous duties at the same time.
• Ability to perform Audits as required.

Requirements

• Excellent communication skills, including active listening.
• Critical Thinking and Ability to multi-task, prioritize, and manage time effectively.
• 3 to 5years of experience in Customer Service or Call Center environment, experience with US-based clients preferred.
• High attention to detail & consistent performance including follow through.
• Able to work in a team and in a fast-paced environment and adapt quickly and efficiently to changes.
• Strong verbal and written communication skills that allow you to clearly and effectively inform and influence audiences internally and externally, across organization boundaries.
• High levels of integrity and discretion in handling confidential information
• Familiar with various Internet Browser (Firefox/IE)/Email Clients (Outlook/Gmail)
• Moderately flexible schedule/availability Night Shift Preferred.

Preferred Qualifications

• Certifications ITIL, SHRM, or equivalent
• System knowledge ADP, ATS, Fresh works Suite/Zendesk (or other ticketing systems)
• Any Graduate with experience in HR Field/Customer service/Technical support (Handled US

Clients)

Competencies

1. Support and Benefits Expertise

2. Consultation

3. Relationship Management

4. Critical Evaluation

5. Business Acumen

6. Professionalism

7. Problem Solving

8. Ethical Practice

9. Global & Cultural Awareness

Supervisory Responsibility

1. No supervisory expectations at this time

Work Environment

This job operates in a professional office environment. This role routinely uses standard office.

equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

• This is a full-time position. The days Global Support team operates are Monday through

Friday, covering the range of 8 a.m. to 8 p.m. PST agents should expect to work an 8-hour.

shift (this excludes breaks and lunch)

• Its a Work from Office Position.

Required Education and Experience

1. Graduate with 3 to 5 Years of relevant experience

2. Freshers with strong communication skills and a thorough understanding of customer

service.

3. Experience administering employee benefits, including health, welfare and 401(k).

4. Experience with Support/Ticketing products, HRIS and payroll systems.

Other Duties

Please note this job description is not intended to include or provide an exhaustive list of the

activities, duties, or obligations that are expected of the employee for this position. Duties,

responsibilities, and activities are subject to change at any time, with or without prior notice.