Small Business Help Desk Pro

Chubb Life Fund; Missouri; On-site; USD 42,000 - 54,000; Full time

Job summary

Chubb Life Fund is seeking a Small Business Help Desk Representative to deliver exceptional customer service primarily by phone within an automated call delivery environment (NICE CXOne). You will be the first point of contact for external and internal customers, handling requests and providing first-level technical assistance with professional problem-solving.

You will triage inquiries, prioritize tickets, and document interactions in ServiceNow, ensuring timely resolution and alignment with

Qualifications

• Excellent telephone support and customer service experience.
• Ability to triage requests based on established protocols.
• Ability to communicate clearly and professionally with customers and internal partners.

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.

Skills

Phone skills

Critical thinking

Problem-solving

Triage

Teamwork

Tools

ServiceNow

Job description

Chubb Life Fund is seeking a Small Business Help Desk Representative to deliver exceptional customer service primarily by phone within an automated call delivery environment (NICE CXOne). You will be the first point of contact for external and internal customers, handling requests and providing first-level technical assistance with professional problem-solving.

You will triage inquiries, prioritize tickets, and document interactions in ServiceNow, ensuring timely resolution and alignment with