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Help Desk Agent
Help Desk AgentMinnesota Staffing • Saint Paul, MN, US
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Help Desk Agent

Help Desk Agent

Minnesota Staffing • Saint Paul, MN, US
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  • [job_card.full_time]
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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.
  • Operates within established guidelines and procedures to independently deliver a full range of services.
  • Matches customer needs with current products and services and suggests new ones.
  • Uses examples and analogies as appropriate to facilitate understanding.
  • Identifies, resolves, or escalates, and tracks issues of all customer interactions.
  • Aids in information to the customer in a prompt manner.
  • Uses judgment to anticipate customer service needs, resolves routine issues, and takes action.
  • Manages continuous improvement through ongoing collection of data and information.
  • Understands and responds to others using active listening skills and tactful communication.
  • Performs first-line troubleshooting for customers.
  • Resolves issues following the parameters and guidelines of the client.
  • Helps new and developing team members.
  • Demonstrates proactive business and customer service mentality.
  • Other duties as assigned.

Qualifications

Here's What You Need :

  • Requires a high school diploma or GED.
  • Knowledge of and experience using various computer applications including Microsoft Office Suite.
  • Technology savvy with an interest in new generation technology.
  • Must be able to pass a background check.

    • Minimum Skills Required :

  • Must possess problem-solving skills.
  • Exceptional communication skills, both oral and written.
  • Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
  • Highly motivated with the ability to handle and manage multiple tasks at any one time.
  • Ability to forge new relationships, individual and teaming in nature.
  • Must be a self-starter, that can work independently and as part of a team.
  • Ability to follow instructions for logging into a computer and launching various applications.
  • Ability to navigate the applications and programs utilized.
  • Ability to successfully handle customer requests and document in work management tools and applications.
  • Strong interpersonal skills with the ability to communicate in a professional, and articulate manner to individuals from diverse backgrounds.
  • Effective listening skills to include cognitive ability to locate and convey requested information.
  • Excellent organizational, analytical, and problem-solving skills with high-level attention to detail with good follow up and follow through skills.
  • Proven ability to multitask and prioritize in a fast-paced environment with changing priorities; adaptable to change and a quick learner.
  • Ability to handle sensitive and confidential information appropriately.
  • Continuous learner / improvement mindset, desire to learn quickly with a commitment to excellence.
  • Positive attitude; tolerance for dealing with difficult customers and stressful situations.
  • Dependable and accountable.

    • Desired Qualifications

  • Experience in a customer service role.
  • Experience supporting customers in a virtual environment.

    • 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.
  • Ability to work Mon-Fri 8am to 5pm EST.
  • 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.

    Pay Range USD $15.00 - USD $17.00 / Hr.

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