308 Service Agent jobs in Wilton

Are you passionate about delivering exceptional customer service? We're seeking a dedicated Customer Service Representative for our client in the South Sacramento area to expertly process orders for industrial, medical, and welding supplies, while providing superior support and answering customer inquiries. You'll be instrumental in building excellent relationships with both internal and external customers, ensuring efficient and accurate order processing.

Are you passionate about delivering exceptional customer service? We're seeking a dedicated Customer Service Representative for our client in the South Sacramento area to expertly process orders for industrial, medical, and welding supplies, while pr Customer Service, Agent, Service, Processing, Customer, Retail, Staffing

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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Location US-

ID 103416

Category Customer Service/Support

Position Type Full-Time Hourly Non Exempt

Remote Yes

Clearance Required None

General Summary

Provides remote Tier 1 technical end user support to an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone for a wide variety of hardware, software and site-specific applications in an enterprise environment.

Job Responsibilities

• Provide front line support for IT systems and software, fielding telephone calls, voicemails, emails, and portal requests.

• Attempt incident resolution using industry knowledge and provided Knowledge Articles. Solve technical issues or escalate in a professional and timely manner, bringing in other subject matter experts as required.

• Enter IT incident descriptions and troubleshoot the issue sufficiently to appropriately refer the incident to the correct IT support group.

• Track issues using an ITSM ticketing system. Keep meticulous notes.

• Troubleshoot and repair Desktop/Laptop and thin client hardware.

• Support peripheral devices (Printers, Smartphones, Scanners etc.).

• Using BPA and industry standards, follow complex procedures, updating procedures as necessary.

• Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.

• Follow the defined process to document and escalate incidents with tracking software and database.

• Seek opportunities to improve knowledge, skills and performance and be receptive to constructive criticism.

• Assist in mentoring junior team members and accept mentoring from senior team members.

• Other supporting duties as directed.

Minimum Qualifications

• 3-5+ years IT experience in an IT Service Desk Tier 1 Enterprise position.

• Possess a working knowledge and progressive experience in a Microsoft computer support

• Experienced in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment

• Familiar with supporting smartphones and other mobile devices

• Demonstrate the highest possible standards of customer support and produce maximum customer satisfaction

• Strong interpersonal communication skills both written and verbal

• US Citizen able to pass a government background check.

• Bachelor of Science in Computer/Information Technology or a directly-related field is preferred however not required.

Other Job Specific Skills

• Excellent customer service skills.

• Excellent communication and interpersonal skills

• Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times

• Strong problem solving and analytical skills

• Technical expertise in:

• Microsoft Windows Operating Systems

• Microsoft Office

• Network Connectivity

• Print Services

• E-Mail and Internet mail

• Instant Messaging

• Mobile Device Management

• Strong understanding of how PC work and related troubleshooting

• Ability and desire to build additional technical skills

• Ability to interact effectively with others

• Ability to follow instructions to produce desired results

• Aptitude to multi-task workloads

• Ability to remain calm and courteous when clients are less so

• Ability to work with broad range of experience levels

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$30 - $30

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.