Small Business Help Desk RepresentativeOverview
As a Small Business Help Desk Representative, you will play a critical role in delivering exceptional customer support in a fast-paced, high-volume environment. Serving as the first point of contact for both internal and external customers, you will primarily provide assistance through phone interactions while also managing email and portal inquiries.
This role requires strong communication skills, technical aptitude, and critical thinking to effectively analyze issues, triage requests, and deliver timely, accurate resolutions.
Key Responsibilities

+ Serve as the first point of contact for customer inquiries via phone in an automated call delivery environment (NICE CXOne)

+ Manage and respond to email and portal requests within established turnaround times (12 business hours)

+ Provide first-level technical support and issue resolution for customers

+ Accurately track and document all customer ...