Customer Service IT Support Representative

Job Title: Customer Service IT Support RepresentativeLocation: Massachusetts Duration: 2 months+ Pay Range: $20 - $21.36 /hr (W2) Job ID: 371399 About BCforward BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity. Job Description We are seeking a Customer Service IT Support Representative to join our team. The ideal candidate will have strong experience in IT customer support, ServiceNow ticket triage, and user assistance within learning management systems and a proven ability to resolve user account issues, maintain accurate records, and deliver professional customer service via phone and ticketing channels. Responsibilities: Collaborate with Tier 1 user support to triage incoming ServiceNow requests for account setup and access support. Follow up on tickets via ServiceNow updates or outgoing phone calls to clarify needs and gather details for resolution. Partner with the Learning Management System (LMS) team to merge accounts and associate users' pre-provisioned data with MyMassGov SSO as appropriate. Provide basic LMS user support, including assistance with enrolling in and taking courses. Conduct outgoing phone calls routed via the Background Record Check Contact Center IVR to support educators who prefer phone assistance. Maintain accurate records and document actions taken within tickets. Required Skills & Qualifications: Ability to follow written and oral instructions with consistency. Ability to exercise discretion with confidential information and apply sound judgment. Strong attention to detail and organization with accurate recordkeeping. Comfort learning and working within IT systems and ticketing tools. Preferred Skills: Customer support experience in an IT service desk environment. Proficiency with Microsoft Office applications. Familiarity with state government operations. Bilingual skills and comfort using translation tools such as Google Translate and a telephonic translation vendor. Why BCforward? At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to: Competitive compensation and benefits. Opportunities for growth with global clients. A supportive, inclusive culture that values innovation and people. Exposure to cutting-edge technologies and projects. About Our Commitment BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status. Interested? Apply Now! If this sounds like the right opportunity for you, please apply with your most recent resume or contact: Name: Manish SinghEmail:

Created: 2026-03-30