Small Business Help Desk Representative

We are looking for a dedicated Small Business Help Desk Representative to join our team in Jersey City, New Jersey. In this role, you will provide exceptional support to small business clients, managing inquiries and ensuring timely resolutions. This is a long-term contract position, offering the opportunity to work in a hybrid environment with four days in the office and one day at home.

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 using the 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 manage incoming calls efficiently, respond professionally, and resolve issues accurately and promptly. Critical thinking is key—you will analyze inquiries, identify potential issues, and triage requests based on training and established guidelines.

You will also track and document all phone, email, and portal tickets in ServiceNow, ensuring thorough follow-up and resolution. This role is ideal for candidates who excel in phone-based customer service and possess strong analytical skills to resolve issues efficiently and professionally.

Key Responsibilities:

• Provide timely customer service for incoming requests via phone in an automated call delivery environment (NICE CXOne).
• Multi-task between incoming calls and email requests, meeting a turnaround time of 12 business hours.
• Track phone/email/portal tickets in ServiceNow.
• Assume ownership of customer correspondence, complaints, and inquiries, ensuring efficient and professional resolution.
• Meet First Level Resolution standards.
• Coordinate end-to-end service with business partners when needed.
• Navigate multiple systems and applications to research, analyze, and resolve inquiries.
• Work effectively in a team environment using professional interpersonal and communication skills.
• Maintain compliance with corporate policies, regulatory standards, and internal processes while meeting service performance and quality standards.
• Utilize basic understanding of product underwriting guidelines.
• Maintain performance standards in a fast-paced environment.

Required Skills:

• Strong customer service skills, including oral and written communication.
• Ability to work with internal and external customers to resolve issues effectively.
• Experience in a call center or customer service environment highly preferred.
• Ability to handle multiple priorities within strict time constraints.
• Excellent organizational, verbal, and written communication skills.
• Strong collaboration and teamwork abilities.
• Critical thinking and analytical skills for triaging issues based on training.
• Ability to work independently and make informed decisions.
• Accurate data entry and tracking skills.
• Working knowledge of OneNote, Word, and Excel.
• Familiarity with ServiceNow preferred.
• Flexibility for schedule changes and overtime as needed.
• Adherence to in-office attendance (4 days in office / 1 day remote).
• Reliable and responsive communication with management.

•Education & Experience:

• College-level education preferred but not required based on experience.
• Commercial insurance experience preferred but not required.
• Prior phone experience required; Level 1 triage/help desk experience preferred.
• Remote work experience, including troubleshooting basic connection issues (VPN, desktop setup).
• Ability to learn Small Business Insurance products and underwriting guidelines.
• General computer and program knowledge preferred.
• Experience with ServiceNow ticketing system preferred.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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