Customer Helpdesk Specialist - L1 Support

Summary

We are seeking an L1 Support Specialist to provide first‑line customer service to insurance clients, including individuals experiencing the loss of close relatives. This role requires exceptional empathy, communication, and emotional containment, as interactions frequently occur in highly sensitive situations. The specialist will manage ticketing systems, ensure SLA compliance, and maintain service quality metrics such as FCR, AHT, ticket volume, CSAT, and responsiveness.

The ideal candidate is someone who genuinely enjoys helping others, has several years of experience in customer‑facing roles, communicates clearly and compassionately, and is looking for stability in a long‑term position.

Responsibilities

• Provide first‑line customer service and emotional support to individuals in mourning or experiencing high‑stress situations.
• Manage basic tickets, address straightforward issues, and ensure proper documentation in the ...