Service Desk Agent

Join Cayuse Holdings as a Service Desk Agent, working remotely from Urbanización El Vedado, San Juan. Provide fast, reliable customer support while meeting SLA targets and earning $19.50‑$20.50 per hour.

Key Responsibilities

• Respond to inbound tickets, calls and chats, delivering accurate information and solutions within defined service level agreements.
• Document all interactions in the ticketing system, ensuring clear communication for follow‑up and escalation.
• Diagnose and resolve hardware, software, and network issues for internal and external customers.
• Escalate complex problems to senior support teams while keeping customers informed of status.
• Maintain up‑to‑date knowledge of company products, tools, and procedures.
• Contribute to knowledge‑base articles and continuous improvement initiatives.

Qualifications & Requirements

• High school diploma or equivalent; associate degree or related certifications (e.g., CompTIA A+, ITIL) preferred.
• Strong verbal and written communication skills in English.
• Demonstrated ability to troubleshoot Windows and macOS environments.
• Customer‑focused attitude with excellent problem‑solving abilities.
• Ability to work independently in a fully remote setting.
• Reliable high‑speed internet connection and a suitable home office workspace.

Benefits

• Full‑time hourly position (non‑exempt) with competitive pay $19.50‑$20.50 per hour.
• Remote work – no commute required.
• Opportunities for professional development and certification support.

Frequently Asked Questions

Is this position fully remote?

Yes, the Service Desk Agent role is 100% remote, allowing you to work from Urbanización El Vedado or any suitable home office.

What are the required qualifications?

A high school diploma or equivalent is required; certifications like CompTIA A+ or ITIL are preferred, along with strong communication and troubleshooting skills.

What is the hourly pay range?

The position offers an hourly wage between $19.50 and $20.50, based on experience and performance.