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# IT Customer Support Analyst I

- **Company:** Mercury Insurance Services, LLC
- **Location:** Los Angeles, CA, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $41,978.0 - $92,353.0
- **Contract:** Permanent contract
- **Skills:** Information Systems, Information Technology, Servicenow
- **Published:** July 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=64b11952965d8231

## About the Role

Minimum:

 * Associate degree in computer science, Information Systems, Engineering, or related field, or equivalent combination of education and work experience.

Experience:

Minimum:

 * 2 years of customer service experience preferably in Call Center or Helpdesk.

Knowledge and Skills:

 * Type minimum of 35 WPM.
 * Strong customer service background.
 * Experience working as an IT help desk technician or in a similar customer support role.
 * Experience working with Service Now or similar CRM tool.

Personal Attributes

 * Highly self-motivated and directed.
 * Good problem-solving and analytical skills.
 * Ability to effectively prioritize and execute tasks in a high-pressure environment.
 * Patient, friendly demeanor with a great aptitude for listening.
 * Strong verbal and written communication skills.
 * Commitment to providing exceptional customer service.
 * Team-oriented mindset with an openness to constructive feedback.

## Description

The Customer Support Center Analyst I role provides remote first-tier helpdesk support for internal and external customers via phone, chat, and self-service. Serving as the first point of contact for technical issues for all internal and external customers for AIS, Mercury, and Orion customers., * Provides customer focused helpdesk support performing remote troubleshooting through diagnostic techniques and pertinent troubleshooting which may include recreating user problems. With the end goal of guiding the customer toward resolution

 * Process account password reset, unlocks and extension following company PCI standards
 * Prioritize customer satisfaction in every interaction, directing unresolved issues to the next level for prompt resolution
 * Ensures all customer interactions are documented in a CRM tool
 * Follow up with customers to ensure satisfactory service
 * Ensures all department and company policies, procedures security, and PCI measures are strictly followed during all customer interactions and in daily operations
 * Regular attendance at work on a full-time schedule of at least 8 hours and 40 hours per week
 * Other functions may be assigned


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