Help Desk Representative

Help Desk Representative

We are seeking a Help Desk Representative to join our Small Business Insurance Help Desk Team. This role provides first-level technical assistance and customer service support to both internal and external clients. The ideal candidate will be customer-focused, detail-oriented, and skilled at handling inquiries in a fast-paced environment.

Key Responsibilities:

• Provide timely and professional customer service to inbound calls in an automated call delivery environment.
• Manage multiple requests, including phone and email, ensuring responses within a 12-business-hour turnaround.
• Own customer inquiries and complaints, working toward efficient and accurate resolution to meet First Level Resolution standards.
• Coordinate with business partners to ensure complete end-to-end service for customers.
• Navigate multiple systems and applications to research, analyze, and resolve inquiries.
• Maintain compliance with corporate policies, regulatory standards, SOX, and internal business processes.
• Demonstrate knowledge of small commercial insurance principles and products.
• Support other teams and handle process transactions as business priorities shift.
• Accurately enter and track data while maintaining performance standards in a fast-paced environment.
• Complete other duties and assignments as required.

Required Skills & Qualifications:

• Strong customer service skills, including clear verbal and written communication.
• Call center or customer service experience preferred.
• Proven ability to manage multiple priorities under strict deadlines.
• Excellent organizational, collaboration, and interpersonal skills.
• Strong critical thinking and analytical skills for issue triage.
• Proficiency in MS Word and Excel; ServiceNow experience preferred.
• Ability to work both independently and in a team environment.
• Demonstrated commitment to team and departmental goals.
• Flexibility to accommodate schedule changes and overtime needs.

Education & Experience:

• College-level education preferred (or equivalent relevant experience).
• Commercial insurance experience preferred but not required.
• Prior remote/work-from-home experience with troubleshooting skills (VPN, desktop setup, connectivity).
• General computer and program knowledge required to support troubleshooting tasks.