ICONMA · 3 days ago
Small Business Help Desk Representative
Phoenix, AZ
Full-time
Hybrid
New Grad, Entry Level
$0/hr - $19.20/hrICONMA is a company that provides staffing and workforce solutions. They are seeking a Small Business Help Desk Representative to provide timely customer service and support to internal and external customers, ensuring efficient resolution of inquiries and complaints.
Staffing & Recruiting
Responsibilities
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
Qualification
Required
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
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
Understanding of or ability to learn Small Business Insurance product and underwriting guidelines is required
Prior Phone Experience Required with emphasis on Level 1 triage/help desk experience preferred
Preferred
Experience in a call center or customer service environment highly preferred
Working Knowledge of Service Now preferred – To be used to track Help Desk tickets
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.)
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
Benefits
Health Benefits
Referral Program
Company
ICONMA
ICONMA: Your Partner in Global Staffing Solutions and Digital Transformation ICONMA is a globally recognized, Woman-Owned staff augmentation and technology consulting firm.
Founded in 2000
1001-5000 employees
H1B Sponsorship
ICONMA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (34)
2024 (31)
2023 (26)
2022 (39)
2021 (37)
2020 (69)
Funding
Current Stage
Late StageLeadership Team
Claudine George
Founder and CEO of ICONMA, LLC
Company data provided by crunchbase