Job Information
Cayuse Holdings Help Desk Agent in Boston, Massachusetts
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.
Responsibilities
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.
Qualifications
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 .
Pay Range
USD $15.00 - USD $17.00 /Hr.
Submit a Referral (https://careers-cayuseholdings.icims.com/jobs/1769/help-desk-agent/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834356743)
Location US-
ID 102632
Category Customer Service/Support
Position Type Full-Time Hourly Non Exempt
Remote Yes
Clearance Required None