Small Business Help Desk Representative

Our Client, a Property and Casualty Insurance company, is looking for a Small Business Help Desk Representative for their Phoenix, AZ/Hybrid location.

• Provide timely customer service to incoming requests via the phone in an automated call delivery environment. (NICE CXOne Phone Platform)
• Tracking of 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.
• Ability to meet our First Level Resolution standards.
• To ensure complete resolution of all customer inquiries; may need to coordinate end to end service with other business partners
• 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
• Basic knowledge of Small Commercial insurance principles and company products.
• Know and comply to corporate policies, regulatory standards, internal business processes (while processing work and meeting and/or exceeding service performance and quality standards
• Utilize basic understanding of product & underwriting guidelines
• 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 communications skills
• Excellent collaboration skills
• Strong Critical Thinking and Analytical Skills (Regarding being able to identify potential issues being triaged based on training)
• 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 One Note, Word and Excel – To be used to reference and look up information.
• Working Knowledge of Service Now preferred – To be used to track Help Desk tickets.
• Reliability and Responsive Communication with Manager.
• College level education preferred, but not required based on prior experience(s)
• Commercial Insurance experience is preferred but not required.
• Work Experience (able to troubleshoot basic connection issues, VPN experience, desktop setup, etc.)
• Understanding of or ability to learn Small Business Insurance product and underwriting guidelines is required.
• General Computer and Program knowledge is preferred (as we will be troubleshooting and triaging these types of issues on our team for our business partners.
• Experience in Service Now ticketing system preferred but not required.
• Prior Phone Experience Required with emphasis on Level 1 triage/help desk experience preferred.

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.