Help Desk Call Center Representative

## About the Role As a Help Desk Call Center Representative at Senture, you will be the first point of contact for a variety of stakeholders, including insurance issuers, agents, web brokers, and state agencies, providing them with exceptional Tier 1 customer support. Your day-to-day will involve handling inquiries via phone, chat, and email, ensuring that all issues are addressed in a timely and professional manner. This role is part of a dedicated team that works together to resolve customer issues, with the ultimate goal of delivering high-quality service that meets or exceeds customer expectations.

The role of a Help Desk Call Center Representative is critical in today's digital landscape, where customer experience can make or break a company's reputation. By providing top-notch support, you will not only resolve issues but also contribute to building trust and loyalty among customers. Your work will be guided by a strong commitment to service excellence, a willingness to learn and adapt, and the ability to work effectively in a remote environment.

Senture operates in a fast-paced, technology-driven environment, where the ability to quickly learn new systems and tools is essential. As a Help Desk Call Center Representative, you will be expected to stay up-to-date with the latest developments in help desk ticketing software and other relevant technologies, ensuring that your skills remain current and aligned with the evolving needs of the company and its customers.

## What You Will Do - Provide Tier 1 customer support to various stakeholders via phone, chat, and email, addressing a wide range of inquiries and issues.

• Assist with account access issues, including password resets and unlocking accounts for marketplace applications.
• Log user inquiries in ServiceNow and assign them to the appropriate internal groups before escalating to Tier 2 support.
• Triage inquiries based on marketplace functions and direct them to the relevant marketplace systems or CCIIO business groups.
• Utilize skills and knowledge acquired through training to provide effective support and resolve issues efficiently.
• Offer general policy information as supplied by business owners and Tier 2 systems.
• Provide process guidance to requesters based on information provided by business owners and Tier 2 support teams.
• Collaborate with the service desk team to ensure seamless issue resolution and continuous improvement of support processes.
• Stay updated with the latest developments in help desk ticketing software and relevant technologies.
• Contribute to the development of knowledge bases and training materials to enhance the overall quality of support.

## What We Are Looking For - High School Diploma or GED.

• Prior experience as a customer service representative, including help desk and ticketing support.
• Experience with help desk ticketing software such as ServiceNow, SolarWinds, or ZenDesk.
• Ability to successfully pass a federal background investigation and drug screen.
• Strong communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders.
• Willingness to undergo training for business acumen adoption, service desk operational processes, and information dissemination aligned with a Tier 1 service desk function.
• Bilingual skills are a plus.
• Ability to work in a remote environment, with reliable internet access and a dedicated workspace.

## Nice to Have - Experience working in a fully remote environment, with proven ability to self-manage and work independently.

• Familiarity with TIBCO MFT and other marketplace applications.
• Certification in customer service or a related field.
• Experience with service desk operational processes and information dissemination.

## Benefits and Perks - The opportunity to work with a leading company in the industry, with a strong commitment to customer service excellence.

• Competitive compensation package, with opportunities for growth and development.
• Comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• Remote work stipend to support your home office setup.
• Ongoing training and development opportunities to enhance your skills and knowledge.
• Recognition and reward programs for outstanding performance.
• A dynamic and supportive work environment, with a team of dedicated professionals who are passionate about delivering exceptional customer service.

- Prepare for assessments: Before applying, ensure you have a reliable computer or laptop and a stable internet connection, as you will need to complete assessments as part of the application process.

• Highlight transferable skills: Even if you don't have direct experience with all the required software, highlight any transferable skills you may have, such as experience with similar technologies or customer service software.
• Emphasize customer service skills: As a customer-facing role, it's crucial to emphasize your customer service skills, including your ability to remain calm under pressure, communicate effectively, and resolve issues efficiently.
• Be ready to learn: Senture uses specific software and systems, so be prepared to undergo training and quickly adapt to new technologies.
• Showcase your problem-solving skills: Provide specific examples of times when you had to troubleshoot and resolve complex issues, demonstrating your problem-solving skills and ability to think critically.
• Demonstrate your ability to work independently: As a remote role, it's essential to show that you can self-manage, work independently, and maintain productivity in a home office environment.
• Ask about career development opportunities: During the interview process, ask about opportunities for professional growth and development within the company, demonstrating your long-term interest in the role and the company.