752 Service Agent jobs in Fort Meade

Pearl Interactive Network is sourcing Customer Service Agents in the Annapolis Junction, MD area - Onsite. The Customer Service Agent will provide Tier 1 level support in a multi-channel contact center environment. The CSA will identify the customer Customer Service, Agent, Service, Customer, Technology, Retail, Support, Skills

Here at Dreamcrafters Management, we pride ourselves on our ability to build lasting client relationships based on trust, transparency, and exceptional customer service. As a growing leader in the business consulting industry, we offer hands-on, personalized care for our customers that focuses on innovative solutions that really make a difference for our clients and our customers. Our client relations, sales, and customer service methods are unique and reflect the dynamic team that we've built over the years. It is through our approach to client relations and customer care that we have been able to grow our operations and our client's customer base steadily over the past year, and we are now looking to bring new Client Relations Associates on board to continue this growth!

As a Client Relations Associate, you will be the first point of contact between Dreamcrafters Management and potential customers. You will be responsible for ensuring that their needs are met and their expectations are exceeded when it comes to the level of personalized sales and customer service support that we offer. The Client Relations Associate role involves building lasting relationships, providing excellent sales and customer service, and advocating for client and customer interests.

Key Responsibilities of a Client Relations Associate:

• Assist in the management of existing accounts as well as the acquisition of potential customers in a manner that serves all parties' interests
• Serve as the primary point of contact for customers, responding to inquiries and concerns promptly and professionally whether through phone, email, or in person visits
• Facilitate communication between customers and client technicians, ensuring that activation processes run smoothly and beneficially for all parties
• Advocate for the interests of the client regarding sales goals and customer satisfaction metrics while providing customers with personalized and efficacious customer service
• Abide by all compliance policies set forth by the client while handling sensitive customer information, ensuring all interactions meet legal regulatory and privacy requirements
• Participate in the training of junior Client Relations Associates in all of the above responsibilities, demonstrating strong leadership potential

Qualifications of a Client Relations Associate:

• Previous experience in client relations, sales and/or customer service capacities is a plus
• Personable, able to work well with others and communicate effectively
• Highly-driven and growth-oriented individuals with a passion for customer care
• Ability to think quickly and offer effective solutions on the spot
• Proactive, able to take initiative and act independently when necessary

Overview

JOB TITLE:

Service Desk Agent

CAYUSE COMPANY:

Cayuse Commercial Services

LOCATION

Remote (M-F 6pm-3am EST)

SALARY:

$20.00-$2.00/hr

EMPLOYEE TYPE:

Full-Time Hourly Non-Exempt

The Service Desk Agent provides customer service solutions within service level agreements using 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

• Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests

• Operates within established guidelines and procedures to independently deliver a full range of services to the customer

• Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool

• Provide assistance and information to the customer in a prompt manner

• Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters

• Mobile telephony and device support

• Video Conference Unit Troubleshooting

• IP Telephony setup and support

• Creation of end user accounts and setting permissions

• Provide end user device management and support, including desktops, laptops, and PDAs

• Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications

• Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations)

• Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident manage escalation to ITOC and/or Major Incident Management Team

• Manages continuous improvement through ongoing collection of data and information regarding customer requirements

• Monitor and report on performance of IT systems and services

• Understand and responds to others' using active listening skills and tactful communication

• Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding

• Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication

• Ensures 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

• 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

• Assist new employees with training through shadowing opportunities and explanation of work process

• Other duties as assigned.

Qualifications

Here's What You Need

• High school diploma or GED required.

• Experience preferred Service Desk or Customer Service experience

• Three (3) to five (5) 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.

• Experience in a technology support organization

• 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 ability to speak with clarity and articulation

• Strong communication skills; both verbal and written.

• High degree of comprehension of the issues presented by customers.

• High degree of problem solving Internal/External Relationships.

• Apply discretion resulting in appropriate/desired resolutions.

• Ability to analyze issues and determine root cause and identify appropriate solutions.

• Ability to connect and build relationships with customers via virtual methods, phone, and email.

• Ability to independently problem solve.

• Effective listening skills including the cognitive ability to locate and convey requested information

• The ability to successfully handle customer requests and document in work management tools and applications

• Willingness to take initiative with attention to detail

• Proactive and flexible

• Must have positive attitude

• Tolerance to deal with difficult customers and stressful situations

• Fluidity to work well in teams as well as independently

• Ability to take phone contacts and answer emails simultaneously

• 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

• 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

• Must be able to work independently, as well as with a team

• Ability to function in a diverse work environment.

• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

Desired Qualifications:

• Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.

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 M-F 6PM - 3AM EST (overnight)

• 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 20.00 - USD 22.00 /Hr.

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Join ourTalent Community ( orLanguage Services Talent Community ( and be among the first to discover exciting new possibilities!

Location US-

ID 103416

Category Customer Service/Support

Position Type Full-Time Hourly Non Exempt

Remote Yes

Clearance Required None

Overview

JOB TITLE:

Service Desk Agent

CAYUSE COMPANY:

Cayuse Commercial Services

LOCATION

Remote (M-F 6pm-3am EST)

SALARY:

$20.00-$2.00/hr

EMPLOYEE TYPE:

Full-Time Hourly Non-Exempt

The Service Desk Agent provides customer service solutions within service level agreements using 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

• Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests

• Operates within established guidelines and procedures to independently deliver a full range of services to the customer

• Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool

• Provide assistance and information to the customer in a prompt manner

• Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters

• Mobile telephony and device support

• Video Conference Unit Troubleshooting

• IP Telephony setup and support

• Creation of end user accounts and setting permissions

• Provide end user device management and support, including desktops, laptops, and PDAs

• Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications

• Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations)

• Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident manage escalation to ITOC and/or Major Incident Management Team

• Manages continuous improvement through ongoing collection of data and information regarding customer requirements

• Monitor and report on performance of IT systems and services

• Understand and responds to others' using active listening skills and tactful communication

• Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding

• Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication

• Ensures 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

• 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

• Assist new employees with training through shadowing opportunities and explanation of work process

• Other duties as assigned.

Qualifications

Here's What You Need

• High school diploma or GED required.

• Experience preferred Service Desk or Customer Service experience

• Three (3) to five (5) 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.

• Experience in a technology support organization

• 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 ability to speak with clarity and articulation

• Strong communication skills; both verbal and written.

• High degree of comprehension of the issues presented by customers.

• High degree of problem solving Internal/External Relationships.

• Apply discretion resulting in appropriate/desired resolutions.

• Ability to analyze issues and determine root cause and identify appropriate solutions.

• Ability to connect and build relationships with customers via virtual methods, phone, and email.

• Ability to independently problem solve.

• Effective listening skills including the cognitive ability to locate and convey requested information

• The ability to successfully handle customer requests and document in work management tools and applications

• Willingness to take initiative with attention to detail

• Proactive and flexible

• Must have positive attitude

• Tolerance to deal with difficult customers and stressful situations

• Fluidity to work well in teams as well as independently

• Ability to take phone contacts and answer emails simultaneously

• 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

• 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

• Must be able to work independently, as well as with a team

• Ability to function in a diverse work environment.

• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

Desired Qualifications:

• Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.

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 M-F 6PM - 3AM EST (overnight)

• 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 20.00 - USD 22.00 /Hr.

Submit a Referral (

Can't find the right opportunity?

Join ourTalent Community ( orLanguage Services Talent Community ( and be among the first to discover exciting new possibilities!

Location US-

ID 103416

Category Customer Service/Support

Position Type Full-Time Hourly Non Exempt

Remote Yes

Clearance Required None