Note: The job is a remote job and is open to candidates in USA. Mercury Insurance is a recognized leader in the insurance industry, known for its commitment to customer service and employee satisfaction. The IT Customer Support Analyst I role provides first-tier helpdesk support for internal and external customers, focusing on resolving technical issues and ensuring customer satisfaction. This position requires remote troubleshooting, documentation of interactions, and adherence to company policies and procedures.
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
Skills
- 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
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
Company Overview