[Hiring] Bilingual Service Desk Analyst @CAI

Role Description

As a Bilingual (Spanish/English) Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.

We are looking for a bilingual customer service-oriented Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 technical support to both English and Spanish speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full-time and remote.

What You’ll Do

• Provide General IT end-user support
• Utilize excellent customer service skills and exceed customers’ expectations
• Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems
• Provide first level support including but not limited to:
  • Resetting passwords
  • Troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.)
  • Troubleshooting software (proprietary software and other applications utilized by the client)
  • Answering other “how-to” questions
• Properly escalate unresolved issues to the next level of support with strong supporting documentation
• Follow documented processes to resolve customer issues
• Ensure proper recording, categorization, documentation, and closure of all tickets
• Analyze the impact and urgency of customer’s issues and prioritize appropriately
• Recommend procedure modifications or improvements
• Drive positive results in Customer Experience through timely responses and professional interaction
• Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics
• Preserve and grow your knowledge of Service Desk procedures, products, and services
• May perform other job duties as directed by Team Lead or Service Delivery Leader

Qualifications

• Minimum 6 months experience in a Service Desk role and/or technical support role
• Minimum 6 months of customer service experience in a professional industry
• High School Diploma or GED
• Bilingual in English and Spanish languages (both written and oral)
• Strong troubleshooting and documentation skills
• Excellent customer service skills
• Strong attention to detail and strong communication skills (both written and oral)
• Excellent work ethic
• Problem-solving skills
• Solution driven
• Ability to work weekdays from 9:30am - 6:00pm or 10:30am – 7:00pm EST

Preferred

• Associate degree in related field preferred

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

Benefits

• $18 per hour
• Benefit packages include medical, dental, and vision insurance
• 401k retirement account access
• Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law