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.

Pay: $12.50 in Oregon/$11.50 Outside of Oregon

Primary Focus

The RSS 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 communications. All duties and responsibilities will be performed in accordance with the Mission, Vision, and Core Values of Cayuse.

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
• Matches client needs with current products and services and suggests new ones to target clients' unmet needs
• Uses examples and analogies as appropriate to facilitate understanding
• Ability to document work clearly and accurately
• Aids in information to the customer in a prompt manner
• Manages continuous improvement through ongoing collection of data and information regarding customer requirements
• Provides assistance and information to the customer in a prompt manner
• Understand 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
• 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
• Other duties as needed

Minimum Job Skills and Qualifications

Minimum Qualifications:

• Requires a high school Diploma or equivalent
• Foundation in Microsoft applications
• 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:

• Strong interpersonal skills with the ability to communicate in a professional, and articulate manner to individuals from diverse backgrounds
• Sound analytic and cognitive ability to troubleshoot technical problems
• 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
• Ability to change system settings via control panels or system preferences
• Excellent verbal and written communication
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner
• Must be computer literate with proficiency and working knowledge of common database and reporting tools

Preferred Qualifications:

• Experience in a customer service role

Reports to: RSS Supervisor

Working Conditions

• 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.

As an equal opportunity employer, Cayuse Commercial Services is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact our Recruiting Department at (541) 278-8200 for assistance.