Small Business Appplication and Support Representative

Chubb European Group Ltd.; O’Fallon (MO); On-site; USD 28,000 - 39,000; Full time

Job summary

Chubb European Group Ltd. is seeking a Small Business Help Desk Representative to deliver high-quality customer service primarily by phone in an automated call environment.

You will handle a wide range of requests, provide first-level technical assistance, and triage issues based on training and established protocols. The role requires strong phone skills, critical thinking, and the ability to absorb training materials quickly, with effective ticket handling and collaboration with team members

Qualifications

• Excellent phone communication and active listening to resolve issues.
• Ability to triage requests using training and established protocols.
• Accurate ticket creation, categorization, prioritization, and routing in ServiceNow.
• Ability to absorb training materials quickly and apply updates accurately.
• Resourceful problem-solving with a focus on first-contact resolution.

Responsibilities

• Provide timely customer service calls via the NICE CXOne platform.
• Multi-task between calls and email requests within defined turnaround times.
• Triaging, prioritizing, and routing tickets per protocols.
• Track tickets in ServiceNow from creation to resolution within SLAs.
• Utilize training materials and SOPs before escalating issues.

Skills

Phone skills

Critical thinking

Problem solving

Effective communication

Ticket management

Teamwork

Tools

ServiceNow

NICE CXOne

OneNote

Job description

Role 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 (NICE CXOne Phone Platform). You will serve as the first point of contact for both external and internal customers, handling a wide variety of requests and providing first-level technical assistance and problem-solving over the phone.

Strong phone skills are essential - you will be expected to manage incoming calls efficiently, respond professionally, and resolve issues accurately and promptly. Critical thinking is a foundational requirement of this role. You will need to analyze customer inquiries, assess urgency and complexity, and triage requests based on training and established protocols.

A critical differentiator for success in this role is the ability to quickly absorb and apply training materials, onboarding resources, and team-provided reference guides. You must demonstrate sound judgment in determining when to rely on established resources versus when to escape - and be expected to exhaust available resources before doing so. Proper ticket handling, accurate categorization, prioritization, and triage from first contact through resolution are core expectations of this role.

This position is ideal for candidates who are fast learners, resourceful problem-solvers, and disciplined in their approach to ticket management - individuals who can apply logical reasoning, adapt quickly to new information, and consistently deliver accurate, professional service.

Job Responsibilities

• Provide timely customer service to incoming requests via the phone in an automated call delivery environment (NICE CXOne Phone Platform).
• Multi-task between incoming calls and e-mail requests with the ability to meet a turnaround time of 12 business hours.
• Apply critical thinking skills to assess, prioritize, and properly triage incoming tickets - ensuring each request is accurately categorized and routed according to established protocols.
• Track all phone, email, and portal tickets in the ServiceNow platform, maintaining accurate and up-to-date records throughout the full ticket lifecycle: creation, categorization, prioritization, assignment, updates, and resolution within defined SLAs.
• Leverage all available resources - including training materials, knowledge base articles, reference guides, OneNote documentation, and team SOPs - as a first step before escalating issues, demonstrating self-sufficiency and sound judgment.
• Rapidly absorb and apply new training, product updates, and procedural changes to maintain accuracy and consistency in service delivery with minimal ramp-up time.
• Ensure complete resolution of all customer inquiries; coordinate end-to-end service with business partners as needed.
• Effectively navigate multiple systems and applications to research, analyze, and resolve customer inquiries.
• Identify patterns or recurring issues during triage and flag potential systemic problems to leadership proactively.
• Work effectively in a team environment using professional interpersonal and communication skills.
• Maintain basic knowledge of Small Commercial insurance principles and company products, continuously building understanding through provided training and reference resources.