Customer Service Representative II

Cayuse Holdings•Harrison Township, MI

1d•Onsite

About The Position

The Customer Service Representative II supports the 24/7 Operational Help Desk, providing technical expertise and assistance on questions/issues supporting real-world contingencies related to the client’s fielded system. This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Requirements

Possess an Associate’s Degree in IT or related field; or 3 years related experience.
Minimum of 1 year of experience in an IT or related field.
Minimum of 1 year of Call Center Operations experience.
Secret Clearance is required.
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.
Possesses excellent interpersonal skills, has experience working with senior leadership, and the ability to develop productive working relationships.
Self-motivated to prioritize and manage workload to meet critical project deadlines.
Excellent verbal and written communication skills.
Excellent interpersonal, negotiation, and conflict resolution skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to act with integrity, professionalism, and confidentiality.
Skill in managing multiple priorities and tasks concurrently to meet deadlines while establishing and maintaining cooperative working relationships with others.
Proficient with Microsoft Office Suite or related software.

Responsibilities

Provide technical expertise and assistance on questions/issues supporting real-world contingencies related to the client’s fielded system.
Upon occurrence of an isolating event, the CSR would ensure 24/7 connectivity to perform their critical operational mission to support/recover isolated personnel (IP) and assist with obtaining any data required if the system was unavailable.
Resolve trouble tickets immediately, while the customer is on the line. Tickets that are unable to be resolved immediately will be classified by the site lead. If submitted by the client and resolved in the timeline outlined below: Critical – Denotes a major problem affecting multiple organizations. Provide a fix or workaround within 2 hours.
Serious – Client is unable to operate or perform tasks normally with no alternate procedures. Shall provide a fix or workaround within 6 hours.
Medium – Client reports key functions are not operable, however, alternate procedures exist. Shall provide a fix or workaround within 48 hours.
Low – Client reports issue as nuisance. Shall provide a fix or workaround within 96 hours.
Demonstrate excellent customer service for all calls received.
Must be willing to work various shifts to include weekends when required.
Received Comprehends, provides, and responds to routines information inquires and service requests through the use of vase communication technologies but not limited to telephones, e-mail, facsimile, postal mail, and the Internet.
CSR II is responsible for responding to escalated and more complex inquiries on a broader scope of topics. Tasks may require simple adaptation and interpretation of provided reference materials.
Other duties as assigned.