Small Business Appplication and Support Representative

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 escalate - 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 reso...