Help Desk Agent

The Work

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 communication.

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

• 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.
• Use 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.
• Manage 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.
• Help 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.

Here’s What You Need

• Requires a high school diploma or GED
• Experience preferred Service Desk or Customer Service experience.
• Two (2) years’ experience with invoicing/financial environment.
• Three (3) to five (5) years of experience in computer systems, customer support or IT support.
• Experience with ServiceNow IT Service Management System.
• 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 Required:

• 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. 

Desired Qualifications:

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

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance
• Flexible Spending Accounts
• Basic Life and AD&D Insurance
• Voluntary Life Insurance
• 401(k) Retirement Savings Plan
• Paid Time Off

Reports to: Delivery Manager

Working Conditions

• Professional remote office environment.
• Ability to work Mon-Fri 8am to 5pm EST.
• 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.

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.