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As a Small Business Help Desk Representative, you will play a pivotal role in delivering exceptional customer service primarily through phone interactions in an automated call delivery environment using the NICE CXOne Phone Platform. You will be the first point of contact for both external and internal customers, handling a variety of requests and providing first-level technical assistance and problem-solving over the phone.
Job Responsibility:
Provide timely customer service for incoming requests via phone in an automated call delivery environment (NICE CXOne)
Multi-task between incoming calls and email requests, meeting a turnaround time of 12 business hours
Track phone/email/portal tickets in ServiceNow
Assume ownership of customer correspondence, complaints, and inquiries, ensuring efficient and professional resolution
Meet First Level Resolution standards
Coordinate end-to-end service with business partners when needed
Navigate multiple systems and applications to research, analyze, and resolve inquiries
Work effectively in a team environment using professional interpersonal and communication skills
Maintain compliance with corporate policies, regulatory standards, and internal processes while meeting service performance and quality standards
Utilize basic understanding of product underwriting guidelines
Maintain performance standards in a fast-paced environment
Requirements:
Strong customer service skills, including oral and written communication
Ability to work with internal and external customers to resolve issues effectively
Experience in a call center or customer service environment highly preferred
Ability to handle multiple priorities within strict time constraints
Excellent organizational, verbal, and written communication skills
Strong collaboration and teamwork abilities
Critical thinking and analytical skills for triaging issues based on training
Ability to work independently and make informed decisions
Accurate data entry and tracking skills
Working knowledge of OneNote, Word, and Excel
Familiarity with ServiceNow preferred
Flexibility for schedule changes and overtime as needed
Adherence to in-office attendance (4 days in office / 1 day remote)
Reliable and responsive communication with management
College-level education preferred but not required based on experience
Commercial insurance experience preferred but not required
Prior phone experience required
Level 1 triage/help desk experience preferred
Remote work experience, including troubleshooting basic connection issues (VPN, desktop setup)
Ability to learn Small Business Insurance products and underwriting guidelines
General computer and program knowledge preferred
Experience with ServiceNow ticketing system preferred
Nice to have:
Commercial insurance experience
Level 1 triage/help desk experience
Experience with ServiceNow ticketing system
What we offer:
medical, vision, dental, and life and disability insurance