Small Business Help Desk Executive

Small Business Help Desk Representative

Summary:

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 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.

Strong phone skills are essential, as you will be expected to manage incoming calls efficiently, respond professionally, and resolve issues accurately and promptly.

Critical thinking is a key requirement for this role. You will need to analyze customer inquiries, identify potential issues, and triage requests based on training and established guidelines. Your ability to think analytically and make informed decisions will ensure optimal outcomes for our customers. You will also be responsible for tracking and documenting all phone, email, and portal tickets in the Service Now platform, ensuring thorough follow‑up and resolution.

This role is ideal for candidates who excel in phone‑based customer service and possess strong critical thinking skills to resolve issues efficiently and professionally.

• 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 ability to meet turnaround time of 12 business hours.
• Track phone/email/portal tickets in Service Now platform.
• Assume ownership and respond to customer (internal/external) correspondence, complaints, and inquiries in an efficient, accurate and professional manner to achieve an optimal outcome.
• Meet First Level Resolution standards.
• Coordinate end‑to‑end service with other business partners to ensure complete resolution of all customer inquiries.
• Effectively navigate multiple systems and applications to research, analyze and resolve customer inquiries.
• Work effectively in a team environment using professional interpersonal and communication skills.
• Maintain performance standards within a fast‑paced environment.

• Strong customer service skills including oral and written communication.
• Ability to work with internal and external customers and assist to best ability in resolving their issue.
• Experience in a call center or customer service environment highly preferred.
• 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 communication skills.
• Excellent collaboration skills.
• Strong critical thinking and analytical skills (identify potential issues based on training).
• Ability to work independently to complete assignments in a timely manner.
• Team‑oriented mindset and commitment to departmental goals.
• Accurate data entry and tracking skills required.
• Working knowledge of One Note, Word, and Excel to reference and look up information.
• Working knowledge of Service Now preferred to track help desk tickets.
• Flexibility for schedule changes and availability for overtime.
• Adherence to in‑office attendance policy (4 days in office / 1 day working from home).
• Reliability and responsive communication with manager.

• College level education preferred, but not required based on prior experience.
• Commercial insurance experience preferred but not required.
• Remote work experience (able to troubleshoot basic connection issues, VPN experience, desktop setup, etc.).
• Understanding or ability to learn small business insurance product and underwriting guidelines is required.
• General computer and program knowledge preferred.
• Experience in Service Now ticketing system preferred but not required.
• Prior phone experience required, with emphasis on Level 1 triage/help desk experience preferred.