Customer Support Agent

Caveon; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Caveon is seeking a Customer Support Agent to provide frontline helpdesk support remotely. You will assist customers and employees with integrations using code and no-code tools, ensuring clear and secure resolutions.

Ideal candidates have a background in computer science, strong troubleshooting skills, and experience with IDEs for coding tasks. This role requires eligibility to work in the United States and the ability to work from home.

Qualifications

• Identifying hardware and software problems and solutions.
• Ability to troubleshoot browser interactions across multiple systems.
• Experience with API calls and integrations.

Responsibilities

• Front line support for customers and employees via helpdesk.
• Assist client enablement and integrations using code and no-code tools.
• Document processes and ensure secure, clear communication of resolutions.

Skills

Troubleshooting

APIs

Customer care

Remote work

Documentation

Case management

Education

Associates Degree in Computer Science

Tools

IDEs

Job description

Customer Support Agent

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Overview

Hours: Full-time (40 hours/week) Monday-Friday Compensation: Compensation is subject to vary depending on level of experience Category: Exempt – Salary Location: Remote / Work from Home

Job Description

Reports to: Vice President of Caveon Technology Success Teams (David Holt)

Physical Demands: Medium (occasional up to 30 pounds) – Climb stairs, stoop, kneel, crouch, reach, handle, etc.

Additional Requirements: Must be eligible to work in the United States and must be able to work-from-home / work remotely

Individual will serve as front line support for our customers and employees through our helpdesk environment. This individual will support client enablement and assist with integrations between client systems using code and no code solutions (ie: Zapier, Make), and ensure that resolutions and instructions are being communicated clearly, accurately and securely to the respective clients, and escalated issues appropriately when needed.

Required Knowledge / Skills / Abilities:

• Identifying hardware and software problems and solutions.
• Ability to troubleshoot complex browser interaction issues between multiple browsers and operating systems.
• Utilizing and troubleshooting API calls
• Speaking with customers to quickly identify their problem.
• Provide timely, accurate, and quality customer feedback.
• Talking to users, and in some cases, remoting into computers to perform a series of actions to resolve the problem.
• Following protocols to keep information secure.
• Following up with customers to ensure problem is resolved.
• Supporting the roll-out of new applications and features.
• Writing FAQ documents to reduce helpdesk load.
• Managing multiple cases at one time.
• Documenting processes and procedures implemented so that others can step in and troubleshoot and support designed implementations effectively.

Responsibilities:

• Other duties and tasks as assigned.
• Maintain confidentiality and security at all times.
• Caveon takes information security seriously and requires that all employees adhere to all established policies and communicate any information system/information security concern immediately to their supervisor, Vice President of Caveon Technology Success Teams , or Senior Management so it can promptly be investigated.

Supervisory Responsibilities:

• None

Desired Qualifications & Experience

• Associates Degree in Computer Science or comparable combination of experience and education.
• Knowledge of Windows, Mac, Linux, Chrome OS, iOS, and Android operating systems and kernels.
• Excellent interpersonal skills
• Familiarity with Python is a plus.
• Experience using IDE’s for code development.
• Excellent written and verbal communications skills.
• Ability to communicate with differing levels or users
• Writing documentation.
• Ability to apply logical thinking to the resolution of a problem.

About Caveon

Caveon is a fast growing technology and services company dedicated to the mission of integrity in testing: improving the fairness, validity, and security of all exams. Caveon has been a leader and trailblazer in test security for over 20 years. In fact, we are the world’s first and only test security company.

Our team is staffed by disruptive and innovative thinkers who are helping to steer the future of security solutions. We are driven by strong values and a relentless commitment to kindness, respect, and compassionate collaboration. Once you join Caveon, you’ll never want to work anywhere else! Our team has almost 50% better retention compared to national averages for a company of our size, and many of our team members stay on with the company for 3, 5, and even 10+ years.

If you think you’d be a fit for joining our team and our mission, we look forward to meeting you!

Caveon is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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