The Customer Service Representative II supports the 24/7 Operational Help Desk, providing technical expertise and assistance on questions/issues supporting real-world contingencies related to the client’s fielded system.

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.

• 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.

• 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.

Minimum Skills:

• 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.

Our Commitment to you / overview of benefits

• SCA Health & Welfare fringe benefits.
• Telemedicine
• Dental & Vision
• EAP
• 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: Program Manager

Working Conditions

• Professional office environment, with the ability to work onsite in the main office.
• 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.