Help Desk Agent

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.

Responsibilities

• 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 exper