IT Customer Support Analyst I

Mercury Insurance Services, LLC•, CA

1d•$41,978 - $92,353•Remote

About The Position

The Customer Support Center Analyst I role provides remote first-tier helpdesk support for internal and external customers via phone, chat, and self-service. Serving as the first point of contact for technical issues for all internal and external customers for AIS, Mercury, and Orion customers.

Requirements

Associate degree in computer science, Information Systems, Engineering, or related field, or equivalent combination of education and work experience.
2 years of customer service experience preferably in Call Center or Helpdesk.
Type minimum of 35 WPM.
Strong customer service background.
Experience working as an IT help desk technician or in a similar customer support role.
Experience working with Service Now or similar CRM tool.
Highly self-motivated and directed.
Good problem-solving and analytical skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Patient, friendly demeanor with a great aptitude for listening.
Strong verbal and written communication skills.
Commitment to providing exceptional customer service.
Team-oriented mindset with an openness to constructive feedback.

Responsibilities

Provides customer focused helpdesk support performing remote troubleshooting through diagnostic techniques and pertinent troubleshooting which may include recreating user problems. With the end goal of guiding the customer toward resolution
Process account password reset, unlocks and extension following company PCI standards
Prioritize customer satisfaction in every interaction, directing unresolved issues to the next level for prompt resolution
Ensures all customer interactions are documented in a CRM tool
Follow up with customers to ensure satisfactory service
Ensures all department and company policies, procedures security, and PCI measures are strictly followed during all customer interactions and in daily operations
Regular attendance at work on a full-time schedule of at least 8 hours and 40 hours per week
Other functions may be assigned

Benefits

Competitive compensation
Flexibility to work from anywhere in the United States for most positions
Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
Medical, dental, vision, life, and pet insurance
401 (k) retirement savings plan with company match
Engaging work environment
Promotional opportunities
Education assistance
Professional and personal development opportunities
Company recognition program
Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more