Customer Service Analyst

Customer Service Analyst

Summary

Our client is seeking a Customer Service Analyst to support state insurance regulators, insurers, and industry users on a high-volume support team. This Customer Service Analyst will troubleshoot account and access issues, ask the right questions to find what callers actually need, and walk users through multi-step processes including filing forms with departments of insurance. It is fully remote after the first day, which is onsite for onboarding. The team works select holidays to support regulators.

Responsibilities

• Handle a high volume of inbound calls and tickets from regulators, insurers, and industry users.
• Troubleshoot password resets, account access, and application issues.
• Ask clarifying questions to understand the real request before acting.
• Guide users step-by-step through form submissions and other multi-step procedures.
• Document issues accurately and escalate complex problems to the right teams.

Requirements

• Documented experience in a call center, contact center, or help desk role taking a high volume of calls daily.
• Help Desk or light desktop support background with strong troubleshooting skills.
• Prior professional work experience in a team environment.
• Clear, patient communication with technical and non-technical users.
• Experience with ticketing systems (ServiceNow, Jira Service Management, Zendesk, or similar).

Preferred

• Insurance, financial services, or regulatory industry experience.
• IT certifications including CompTIA A+ or ITIL Foundation.
• Experience supporting external customers or government agencies.

This is a 12-month Contract opportunity with our Kansas City, MO client. Low-cost employee Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately-vested company match) available with TriCom during the contract period. H-1B Visa sponsorship is not available for this opportunity. No third-parties, please.

#LI-JT1