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Cayuse Holdings · 1 day ago

Customer Service Representative II

US-MI-Harrison Township

Full-time

Onsite

Mid Level

3+ years exp

Cayuse Holdings is a company that values Innovation, Excellence, Collaboration, Adaptability, and Integrity. The Customer Service Representative II supports the 24/7 Operational Help Desk, providing technical expertise and assistance related to the client’s fielded system while ensuring excellent customer service and timely resolution of trouble tickets.

Finance

No H1B

Security Clearance Required

Responsibilities

Provide technical expertise and assistance on questions/issues supporting real-world contingencies related to the client’s fielded system

Upon occurrence of an isolating event, the CSR would ensure 24/7 connectivity to perform their critical operational mission to support/recover isolated personnel (IP) and assist with obtaining any data required if the system was unavailable

Resolve trouble tickets immediately, while the customer is on the line. Tickets that are unable to be resolved immediately will be classified by the site lead. If submitted by the client and resolved in the timeline outlined below:

Critical – Denotes a major problem affecting multiple organizations. Provide a fix or workaround within 2 hours

Serious – Client is unable to operate or perform tasks normally with no alternate procedures. Shall provide a fix or workaround within 6 hours

Medium – Client reports key functions are not operable, however, alternate procedures exist. Shall provide a fix or workaround within 48 hours

Low – Client reports issue as nuisance. Shall provide a fix or workaround within 96 hours

Demonstrate excellent customer service for all calls received

Must be willing to work various shifts to include weekends when required

Received Comprehends, provides, and responds to routines information inquires and service requests through the use of vase communication technologies but not limited to telephones, e-mail, facsimile, postal mail, and the Internet

CSR II is responsible for responding to escalated and more complex inquiries on a broader scope of topics. Tasks may require simple adaptation and interpretation of provided reference materials

Other duties as assigned

Qualification

Technical expertiseCall Center OperationsMicrosoft Office SuiteAnalytical skillsInterpersonal skillsCommunication skillsProblem-solving skillsOrganizational skills

Required

Possess an Associate's Degree in IT or related field; or 3 years related experience

Minimum of 1 year of experience in an IT or related field

Minimum of 1 year of Call Center Operations experience

Secret Clearance is required

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

Possesses excellent interpersonal skills, has experience working with senior leadership, and the ability to develop productive working relationships

Self-motivated to prioritize and manage workload to meet critical project deadlines

Excellent verbal and written communication skills

Excellent interpersonal, negotiation, and conflict resolution skills

Excellent organizational skills and attention to detail

Strong analytical and problem-solving skills

Ability to prioritize tasks and to delegate them when appropriate

Ability to act with integrity, professionalism, and confidentiality

Skill in managing multiple priorities and tasks concurrently to meet deadlines while establishing and maintaining cooperative working relationships with others

Proficient with Microsoft Office Suite or related software