About the position

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 (NICE CXOne Phone Platform). You will serve as the first point of contact for both external and internal customers, handling a wide variety of requests and providing first-level technical assistance and problem-solving over the phone. Strong phone skills are essential — you will be expected to manage incoming calls efficiently, respond professionally, and resolve issues accurately and promptly. Critical thinking is a foundational requirement of this role. You will need to analyze customer inquiries, assess urgency and complexity, and triage requests based on training and established protocols. A critical differentiator for success in this role is the ability to quickly absorb and apply training materials, onboarding resources, and team-provided reference guides. You must demonstrate sound judgment in determining when to rely on established resources versus when to escalate — and be expected to exhaust available resources before doing so. Proper ticket handling, accurate categorization, prioritization, and triage from first contact through resolution are core expectations of this role. This position is ideal for candidates who are fast learners, resourceful problem-solvers, and disciplined in their approach to ticket management — individuals who can apply logical reasoning, adapt quickly to new information, and consistently deliver accurate, professional service.

Responsibilities

• Provide timely customer service to incoming requests via the phone in an automated call delivery environment (NICE CXOne Phone Platform).
• Multi-task between incoming calls and e-mail requests with the ability to meet a turnaround time of 12 business hours.
• Apply critical thinking skills to assess, prioritize, and properly triage incoming tickets — ensuring each request is accurately categorized and routed according to established protocols.
• Track all phone, email, and portal tickets in the ServiceNow platform, maintaining accurate and up-to-date records throughout the full ticket lifecycle: creation, categorization, prioritization, assignment, updates, and resolution within defined SLAs.
• Leverage all available resources — including training materials, knowledge base articles, reference guides, OneNote documentation, and team SOPs — as a first step before escalating issues, demonstrating self-sufficiency and sound judgment.
• Rapidly absorb and apply new training, product updates, and procedural changes to maintain accuracy and consistency in service delivery with minimal ramp-up time.
• Ensure complete resolution of all customer inquiries; coordinate end-to-end service with business partners as needed.
• Effectively navigate multiple systems and applications to research, analyze, and resolve customer inquiries.
• Identify patterns or recurring issues during triage and flag potential systemic problems to leadership proactively.
• Work effectively in a team environment using professional interpersonal and communication skills.
• Maintain basic knowledge of Small Commercial insurance principles and company products, continuously building understanding through provided training and reference resources.

Requirements

• Strong customer service skills including oral and written communication.
• Ability to work with internal and external customers and assist to the best ability in resolving their issue.
• Knowledge of customer service principles and practices.
• Ability to handle multiple priorities within strict time constraints.
• Excellent organizational skills, with the ability to multi-task.
• Excellent verbal and written communications skills.
• Excellent collaboration skills.
• Advanced Critical Thinking and Analytical Skills — ability to identify, assess, and triage potential issues based on training and established guidelines, applying logical reasoning to unfamiliar situations.
• Demonstrated ability to quickly learn and apply new concepts, systems, and processes with minimal ramp-up time.
• Proven ability to rely on and effectively utilize provided resources (training guides, knowledge base, reference materials, SOPs) as a first step in resolving inquiries prior to escalation.
• Strong ticket triage and handling discipline, including proper logging, categorization, prioritization, and timely follow-through on all open tickets.
• Ability to apply sound judgment when assessing unfamiliar situations by drawing on available training and reference tools before seeking escalation.
• Possesses the ability to work independently to complete assignments in a timely manner.
• Ability to work well in a team environment.
• Demonstrated commitment to team and departmental goals.
• Ability to make informed decisions, achieving the appropriate results.
• Accurate data entry and tracking skills required.
• Working knowledge of OneNote, Word, and Excel — to be used to reference and look up information.
• Flexibility when schedule changes are needed and when overtime opportunities are available.
• Adherence to In-Office Attendance policy (4 Days In-Office / 1 Day Working From Home).
• Reliability and responsive communication with manager.
• Understanding of or ability to learn Small Business Insurance products and underwriting guidelines is required.
• Prior phone experience required with emphasis on Level 1 triage and help desk experience preferred.

Nice-to-haves

• Experience in a call center or customer service environment highly preferred.
• Working knowledge of ServiceNow preferred — to be used to track Help Desk tickets.
• College-level education preferred, but not required based on prior experience(s).
• Commercial Insurance experience is preferred but not required.
• Work From Home / Remote Work experience preferred (ability to troubleshoot basic connection issues, VPN experience, desktop setup, etc.).
• General computer and program knowledge is preferred, as the role involves troubleshooting and triaging technical issues for business partners.
• Experience in the ServiceNow ticketing system preferred but not required.
• Demonstrated history of quickly onboarding into new roles, systems, or environments and independently applying training with minimal supervision is highly valued.

Benefits

• Comprehensive benefits package