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Cayuse Holdings · 1 week ago

Service Desk Agent

United States

Full-time

Remote

New Grad, Entry Level

$20/hr - $22/hr

Cayuse Holdings is a company focused on delivering innovative solutions in the information technology sector. The Service Desk Agent role involves providing high-quality customer service, resolving technology problems, and ensuring effective communication with customers.

Finance

Responsibilities

Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests

Operates within established guidelines and procedures to independently deliver a full range of services to the customer

Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool

Provide assistance and information to the customer in a prompt manner

Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilizing appropriate follow-through, and logging all customer interactions for escalated matters

Creation of end user accounts and setting permissions

Provide end user device management and support, including desktops, and laptops

Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication

Ensures customer satisfaction through follow-up and special efforts

Resolve issues following the parameters and guidelines of the client

Identify potential system problems and escalate to department contact for resolution

Other duties as assigned

Qualification

Customer service experienceTechnical troubleshooting skillsProficient in Microsoft OfficeCall center experienceExperience in technology supportEffective listening skillsProactiveFlexibleBuild relationshipsCommunication skillsProblem solving ability

Required

Customer service experience and strong focus on customer satisfaction

Call center experience

Experience in a technology support organization

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

Strong ability to speak with clarity and articulation

Strong communication skills; both verbal and written

High degree of comprehension of the issues presented by customers

High degree of problem solving Internal/External Relationships

Ability to analyze issues and determine root causes and identify appropriate solutions

Ability to connect and build relationships with customers via virtual methods, phone, and email

Ability to independently solve problems

Effective listening skills including the cognitive ability to locate and convey requested information

Proactive and flexible

Tolerance to deal with difficult customers and stressful situations

Ability to take phone contacts and answer emails simultaneously

Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents

Sound analytic and cognitive ability to troubleshoot technical problems

Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress

Demonstrate ability to learn quickly and thrive in high-energy team environment

Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint