Small Business Support & Troubleshooting Specialist

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

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