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Help Desk Analyst

Help Desk Analyst

Sunrise Systems, Inc.Phoenix, AZ
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Job Title : Help Desk Analyst

Location :  2155 E Pinnacle Peak Phoenix, AZ 85027

Duration : 12+ months

Position Type : Hourly contract Position (W2 only)

Note :

Job Schedule : In office mostly, with some flexibility – 40 hours

Job Hours : M-F, likely 8am- 5pm PT

Summary :

  • The Help Desk Rep.role for the SCI (Small Commercial Insurance)Help Desk Team will be responsible for assisting both external and internal customers on a daily basis with a variety of requests. They will demonstrate technical and first level technical assistance and problem solving involving the following duties and responsibilities :

Job Responsibilities

  • Deliver prompt and professional customer service through inbound calls in an automated call environment.
  • Take ownership of agency inquiries and policy change requests, ensuring efficient and accurate resolution.
  • Analyze information effectively to make informed decisions and solve customer problems.
  • Navigate various systems and applications to research and resolve customer inquiries.
  • Maintain established productivity metrics and quality standards in a fast-paced setting.
  • Process assigned tasks and managed call volumes within designated timeframes.
  • Collaborate effectively with internal and external business partners to deliver high-quality products and services.
  • Complete all assigned tasks diligently and undertake additional duties as required.
  • Embrace accountability while exercising sound judgment in decision-making.
  • Balance multiple priorities under tight deadlines, while maintaining a superior phone presence during complex interactions.
  • Foster excellent collaboration skills with team members and partners.

    • Job / Skills Competencies

  • Detail-oriented with a strong focus on accuracy.
  • Strong business acumen and a proactive mindset.
  • Exceptional customer service skills and understanding of service principles.
  • Ability to prioritize responsibilities and manage multiple tasks effectively.
  • Reliable with a proven track record of dependability.
  • Team-oriented with demonstrated problem-solving abilities independently.
  • Skilled in communicating with both customers and senior business partners.
  • Excellent oral and written communication skills.
  • Strong analytical skills with a commitment to efficiency and accuracy.
  • Previous experience in a call center or customer service environment is preferred.
  • Capable of working independently to complete assignments in a timely manner.
  • Dedicated to team and departmental objectives, making informed decisions for optimal results.
  • Proficiency in MS Word and Excel.
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    Help Desk Analyst • Phoenix, AZ