Business Helpdesk Representative

Provide superior customer service to internal and external stakeholders in a timely manner via incoming telephone calls in an automated call delivery environment. Assume ownership and timeliness in handling agency inquiries and policy change requests in an efficient, accurate and professional manner. Navigate multiple proprietary systems and applications to research, troubleshoot, and resolve customer inquiries. Demonstrate the ability to retain knowledge of our systems and applications to create a knowledge base for cross-training purposes. Maintain established levels of productivity and quality standards within a fast-paced environment; Service Level Agreement (SLA) of up to 24 hours. Process assigned service requests in work queue and handle call volumes within the established timeframe. The ability to maintain an exceptional phone presence when dealing with complex or difficult situations. 

Skills: - Customer service experience in tech or insurance preferred - Experience in a call center or customer service environment preferred - Knowledge of ServiceNow and other ticketing systems a plus - Become a Subject Matter Expert (SME) in current and new business applications supported by the team

Detail oriented, forward-thinking, and self-starter. Ability to handle multiple priorities within strict time constraints. Strong people skills with the ability to work within cross-functional teams.Fast learner with the ability to set priorities and manage multiple tasks. Dependable, with a proven track record of completing tasks with efficiency and accuracy. Proven and strong communication skills with the ability to speak with senior level business partners. Possesses the ability to work independently or within a team to complete assignments in a timely manner. Demonstrated commitment to team and departmental goals. Ability to make informed decisions, achieving the appropriate results. Knowledge of MS Office applications, including pivot tables and VLOOKUP in Excel. Ability to work a shift during the business hours of 7 to 8pm est and be flexible with scheduling.