Customer Helpdesk Specialist - L1 Support

Summary We are seeking an L1 Support Specialist to provide first‑line customer service to insurance clients, including individuals experiencing the loss of close relatives. This role requires exceptional empathy, communication, and emotional containment, as interactions frequently occur in highly sensitive situations. The specialist will manage ticketing systems, ensure SLA compliance, and maintain service quality metrics such as FCR, AHT, ticket volume, CSAT, and responsiveness. The ideal candidate is someone who genuinely enjoys helping others, has several years of experience in customer‑facing roles, communicates clearly and compassionately, and is looking for stability in a long‑term position. Responsibilities Provide first‑line customer service and emotional support to individuals in mourning or experiencing high‑stress situations. Manage basic tickets, address straightforward issues, and ensure proper documentation in the ticketing system. Follow established triage processes to categorize, prioritize, and route incidents as needed. Ensure compliance with SLAs, providing timely responses and resolutions. Maintain awareness of key performance metrics, including: First Call Resolution Average Handling Time Ticket Volume Customer Satisfaction Scores SLA Compliance Communicate proactively and smoothly regarding updates, delays, or changes. Work strictly within the designated schedule: 8:00 AM‑4:30 PM CST , adjusting one hour during U.S. Daylight Saving Time. Use basic Microsoft Office tools (Excel, Word) for tracking, documenting, and reporting. Required Qualifications Advanced to near‑bilingual English proficiency with clear pronunciation and no strong accent. Excellent soft skills and emotional intelligence, with the ability to communicate sensitively and professionally. Demonstrated punctuality, reliability, and strong ownership of responsibilities. Intermediate‑level experience managing basic support tickets and resolving simple issues. Basic understanding of: Incident ticket tracking Standard service requests Triage procedures Key L1 operational metrics (FCR, AHT, Ticket Volume, CSAT, SLA compliance) Experience working in roles requiring customer interaction, empathy, and active listening. Preferred Qualifications Several years of experience in non‑technical customer service or support roles. Prior professional experience supporting individuals in sensitive, emotional, or high‑stress contexts (e.g., healthcare, insurance, social services, hospitality). Experience working in environments with strict adherence to schedules and availability requirements. Soft Skills Exceptional empathy, emotional containment, and active listening. Outstanding communication abilities—clear, warm, patient, and professional. Strong interpersonal skills and genuine enjoyment of socializing and helping others. High level of responsibility, reliability, and punctuality. Ability to anticipate issues, adapt to unforeseen events, and communicate updates proactively. Stability and strong intent for long‑term employment. Calm and supportive presence, especially in conversations with grieving individuals. #AditiConsulting #26‑00998 #J-18808-Ljbffr

Creado: Jue, 01 de Ene de 1970