Category

Customer Service/Support

Position Type

Full-Time Hourly Non Exempt

Remote

Yes

Clearance Required

None

Overview

Cayuse Commercial Services (CCS) delivers fresh solutions to business challenges in the technology and business services environment. Services available are application development, business process outsourcing, data services, and professional services. Cayuse helps clients to achieve impactful outcomes such as improved efficiency, reduced cost, increased profitability and accelerated time to market.

Primary Focus

The Customer Service Agent provides customer service support to the Cisco White Glove Program according to service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to the client while maintaining effective communications. All duties and responsibilities will be performed in accordance with the Mission, Vision and Core Values of Cayuse.

Responsibilities

Job Responsibilities

• Provides high-quality customer service to the client, responding to requests and issues accurately and promptly.
• Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
• Uses examples and analogies as appropriate to facilitate understanding.
• Ability to document work clearly and accurately.

• Provides assistance and information to the client in a prompt manner.
• Manages continuous improvement through ongoing collection of data and information regarding customer requirements.
• Understand and responds to others’ using active listening skills and tactful communication.
• Incident, Problem & Service Request Management of contact center and related applications (managing Incidents/Problems, vendor escalations within Service Level Agreement and ensuring that SLA is met, as expected)
• Ability to resolve issues following the parameters and guidelines of the client.

• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
• Ensures customer satisfaction through follow up and special efforts.
• Assist new employees with training through shadowing opportunities and explanation of work process as requested.

• Other duties as assigned

Qualifications

Minimum Qualifications:

• High School Diploma

• Prioritization and escalation to ensure timely resolution of cases. Walk partner through case process, ensure resolution.
• Partner engagement
• Partner support
• Registration Administration
• Registration renewal verifications
• Use Cisco related tools as necessary
• Update Excel trackers
• Research
• Update and create user guide documentation
• 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.
• 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:

• Speaks with clarity, articulation, and is aware of own non-verbal communication.
• 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.
• Strong written and spoken communication skills.
• Must be able to work independently, as well as with a team.
• Ability to function in a diverse work environment.
• Experience in a customer service role.
• Proficient in Microsoft and Adobe products including Excel, Word, PowerPoint, Acrobat, etc.

Reports to: Project Manager

Working Conditions

• Professional remote office environment

• Must be physically and mentally able to perform duties for 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 work varying work schedules and/or extended hours to meet business needs and project deadlines.
• May be asked to travel for business or professional development purposes.

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.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer.

Pay Range

USD $15.00 – USD $15.40 /Yr.

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