Job Title: Service Desk Agent

Cayuse Company: Cayuse Commercial Services
Location: Remote
Type: Full-Time Hourly Non-Exempt

Pay Rate:  $20.00-$22.00/hr

The Work

The Service Desk Agent delivers customer service solutions adhering to established company and project quality and productivity standards. This role entails offering timely, dependable, and precise information to customers while ensuring clear and effective communication is maintained throughout the process.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Key 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.

Qualifications – Here’s What You Need

• 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.

Minimum Skills:

• 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.

Desired Qualifications:

• High school diploma or equivalent.
• Strong technical troubleshooting skills, particularly in [Windows/macOS], network connectivity, and business applications.
• Proficiency in using ticketing and incident management systems.
• Experience  Service Desk or Customer Service experience.

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Delivery Manager

Working Conditions

• Professional remote 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.

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.