Customer Experience Platform Analyst (Hybrid)

Utica National Insurance Group•New Hartford, NY

8d•Hybrid

About The Position

Utica National Insurance Group is seeking a Customer Experience Platform Analyst to provide Tier-1 support for Talkdesk users. This role involves troubleshooting and resolving technical and operational issues within the contact center platform, triaging help desk requests, and ensuring timely resolution of common user concerns such as login issues, device connectivity, call routing, and reporting access. The analyst will escalate complex cases with clear documentation and business impact, acting as a liaison with Talkdesk vendor support. Additionally, the role supports continuous improvement by maintaining knowledge resources and collecting user feedback to ensure a positive user experience. The company, Utica National Insurance Group, has 1,400 employees countrywide and is an "A" rated $2.0B award-winning property & casualty insurance carrier operating in the Eastern half of the United States. Their mission is to continually meet the needs of their policyholders, agent/customers, and employees, resulting in sustainable profitable growth. Their values define the character of their employees and how they approach business, aiming to make people feel secure, appreciated, and respected.

Requirements

Associate's Degree preferred.
1–2 years in an IT help desk, application support, contact center operations, or business support role required.
Any hands-on exposure to Talkdesk, Genesys Cloud, Five9, NICE CXone, or Amazon Connect.
Experience working as a contact center agent, QA specialist, or workforce coordinator preferred.
Experience with SSO, MFA, Active Directory, or Okta from a user or help-desk perspective preferred.
Prior experience in insurance or financial services preferred.

Nice To Haves

Associate's Degree preferred.
Any hands-on exposure to Talkdesk, Genesys Cloud, Five9, NICE CXone, or Amazon Connect.
Experience working as a contact center agent, QA specialist, or workforce coordinator preferred.
Experience with SSO, MFA, Active Directory, or Okta from a user or help-desk perspective preferred.
Prior experience in insurance or financial services preferred.

Responsibilities

Provide Tier-1 support for Talkdesk users by troubleshooting and resolving technical and operational issues across the contact center platform.
Triage help desk requests, addressing common user concerns such as login issues, device connectivity, call routing, and reporting access, while ensuring timely resolution through established procedures.
Escalate complex cases with clear documentation and business impact, and act as a liaison with Talkdesk vendor support to drive efficient issue resolution.
Support continuous improvement by maintaining knowledge resources and ensuring a positive user experience through follow-up and feedback collection.
Act as Tier-1 support for Talkdesk users — agents, supervisors, QA, and workforce planners.
Triage incoming requests through the internal help desk queue: login problems, headset and device issues, call-routing questions, soft-phone errors, and report access.
Resolve common issues directly (password resets, account unlocks, role reassignments, simple configuration tweaks) using documented runbooks.
Escalate complex issues to the senior platform administrator or to Talkdesk Support with clear reproduction steps and business impact.
Follow up with end users after resolution to confirm the fix and capture satisfaction feedback.
Serve as the day-to-day point of contact with Talkdesk Support.
Open, update, and track support tickets with clear descriptions, screenshots, and reproduction steps.
Maintain the ticket log — status, priority, Talkdesk owner, age, and business impact — and publish a weekly summary to the team.
Chase stalled tickets and escalate Sev 1 / Sev 2 incidents to the manager and to Talkdesk account contacts.
Attend Talkdesk office hours and release briefings; share relevant highlights back to the team.
Set up new user accounts, update roles when people change jobs, and disable accounts when employees leave — following documented checklists.
Apply standard role templates (agent, supervisor, QA); route non-standard access requests to the senior administrator.
Support quarterly access reviews: pull user lists, route to managers for sign-off, and track completions.
Keep the license tracker current and flag when approaching limits.
Run standard daily and weekly reports for contact center supervisors (service level, abandon rate, AHT, call volume, schedule adherence).
Perform a morning health check of queues, integrations, and key dashboards; post a short status update to the team channel.
Spot anomalies (queue backups, integration failures, reporting gaps) and raise them promptly.
Partner with the analytics team on ad-hoc data pulls for voice-of-customer and customer experience work.
Keep the troubleshooting knowledge base and runbooks current based on tickets resolved.
Draft step-by-step user guides for common tasks (updating availability, accessing voicemail, running reports).
Complete Talkdesk Administrator Certification within the first six months.
Performs other duties as assigned.
Conforms with all corporate policies and procedures.

Benefits

Medical and Prescription Drug Benefit
Dental Benefit
Vision Benefit
Life Insurance and Disability Benefits
401(k) Profit Sharing and Investment Plan (Includes annual Company financial contribution and discretionary Profit Sharing contribution based upon annual company financial results)
Health Savings Account (HSA)
Flexible Spending Accounts
Tuition Assistance, Training, and Professional Designations
Company-Paid Family Leave
Adoption/Surrogacy Assistance Benefit
Voluntary Benefits - Group Accident Insurance, Hospital Indemnity, Critical Illness, Legal, ID Theft Protection, Pet Insurance
Student Loan Refinancing Services
Care.com Membership with Back-up Care, Senior Solutions
Business Travel Accident Insurance
Matching Gifts program
Paid Volunteer Day
Employee Referral Award Program
Wellness programs
Personal Insurance Discount