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Technical Support Representative

2 months ago

Pendleton, Oregon, United States Cayuse Holdings Full time
About Cayuse Holdings

Cayuse Holdings is a leading provider of innovative solutions tailored to meet the evolving needs of businesses in the state and local government sector. With a focus on delivering tangible results, our company offers expertise in various areas including application development, business process outsourcing, data services, and professional services.

Job Summary

The Senior Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. This role involves providing prompt, reliable, and accurate information to customers while maintaining effective communications. All duties and responsibilities are performed in accordance with the Core Values of Cayuse Holdings.

Key Responsibilities
  • Provide timely feedback to external and internal customers via various communication channels.
  • Ensure 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.
  • Contribute to the accomplishments of team objectives; work collaboratively as a team member towards solutions.
  • Solicit input from other team members; demonstrate respect for the ideas and opinions of others.
  • Employ trust and openness.
  • Assist new employees with training through shadowing opportunities and explanation of work process.
  • Perform other duties as assigned.
Requirements
  • High school diploma or GED required.
  • Experience preferred in Service Desk or Customer Service.
  • Three to five years of experience in computer systems, customer support, or IT support.
  • Experience with ServiceNow IT Service Management System.
  • Customer service experience and strong focus on customer satisfaction.
  • Call center experience.
  • Ability to pass a background check.
Preferred Qualifications
  • Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.
  • Previous supervisor experience in a call center environment.
Working Conditions
  • Professional hybrid office environment.
  • Ability to work varying work schedules and/or extended hours to meet business needs and project deadlines.
  • Ability to attend and conduct virtual meetings as needed.
  • May be asked to travel for business or professional development purposes.
What We Offer

Cayuse Holdings offers a competitive pay range of $21.00 per hour.