Help Desk Representative

Seeking a customer-focused Help Desk Representative to provide first-level support for Small Business customers. The role involves handling inbound calls, troubleshooting issues, managing ServiceNow tickets, and delivering timely resolutions in a fast-paced environment., * Handle inbound customer calls and email requests with excellent service.

• Troubleshoot and resolve Level 1 help desk inquiries.
• Create, track, and update tickets in ServiceNow.
• Research customer issues using multiple systems and coordinate with internal teams.
• Meet first-call resolution and service-level expectations.
• Maintain accurate documentation and follow-up on customer requests.

• Prior call center or customer service experience.
• Strong phone communication and critical thinking skills.
• Experience with ticketing systems (ServiceNow preferred).
• Proficiency in Microsoft Office (Word, Excel, OneNote).
• Excellent multitasking, analytical, and problem-solving abilities.
• Ability to work independently and in a team environment.

Preferred:

• Help Desk or Level 1 technical support experience.
• Commercial or Small Business Insurance knowledge.
• Experience with remote troubleshooting and VPN support.
• College education is a plus.