Help Desk Agent

Overview:

Job Title:  Help Desk Agent

Location:  Remote

Salary:  $15-$17 per hour

Employee Type:  Full-Time Hourly Non-Exempt

About Cayuse Commercial Services, LLC:

Cayuse Commercial Services (CCS) delivers fresh solutions to business challenges in the technology and business services environment. Services available are application development, business process outsourcing, data services, and professional services. Cayuse helps clients to achieve impactful outcomes such as improved efficiency, reduced cost, increased profitability and accelerated time to market.

Primary Focus

Help Desk Agent provides customer service solutions within service level agreements using the company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communications. This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Job Responsibilities

• Receives customer inquiries and fulfills requests, providing high-quality customer service in a professional, efficient, and timely manner
• Operates within established guidelines and procedures to independently deliver a full range of services to the customer
• Matches customer needs with current products and services, and suggests new ones to target customer’s unmet needs
• Uses examples and analogies as appropriate to facilitate understanding
• Identifies, resolves, or escalates, and tracks issues of all customer interactions in a work management tool (ServiceNow) or as determined by the client
• Aids in information to the customer in a prompt manner
• Uses judgment to anticipate customer service needs, resolves routine issues, and takes action accordingly, consistently providing high level quality service
• Manages continuous improvement through ongoing collection of data and information regarding customer requirements
• Understands and responds to others using active listening skills and tactful communication
• Ability to perform first-line troubleshooting for customers
• Ability to resolve issues following the parameters and guidelines of the client
• Helps new and developing team members
• Demonstrate proactive business and customer service mentality, assuming ownership over solutions with a desire and willingness to be flexible and adaptable
• Other duties as assigned.

Minimum Qualifications:

• Requires a high school diploma or GED
• Knowledge of and experience using various computer applications including Microsoft Office Suite

• Technology savvy with an interest in new generation technology - comfortable doing things a different way, troubleshooting, and recommending new technology
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Must possess problem-solving skills.
• Exceptional communication skills, both oral and written
• Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
• Highly motivated with the ability to handle and manage multiple tasks at any one time.
• Ability to forge new relationships, individual and teaming in nature.
• Must be a Self-starter, that can work independently and as part of a team.
• Ability to follow instructions for logging into a computer and launching various applications
• Ability to navigate the applications and programs utilized including opening and closing windows, select portions of text or other items using the mouse, copy/cut and paste text
• Ability to successfully handle customer requests and document in work management tools and applications
• Strong interpersonal skills with the ability to communicate in a professional, and articulate manner to individuals from diverse backgrounds
• Effective listening skills to include cognitive ability to locate and convey requested information
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail with good follow up and follow through skills
• Proven ability to multitask and prioritize in a fast-paced environment with changing priorities; adaptable to change and a quick learner
• Ability to handle sensitive and confidential information appropriately
• Continuous learner/improvement mindset, desire to learn quickly with a commitment to excellence
• Positive attitude; tolerance for dealing with difficult customers and stressful situations
• Dependable and accountable 

Preferred Qualifications:

• Experience in a customer service role
• Experience supporting customers in a virtual environment

Reports to: Delivery Manager

Working Conditions

•    Professional office environment.

• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer.