Bilingual IT Service Desk Analyst (Spanish/English) - Remote

CAI; Lansing (MI); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst for full-time remote work. Responsibilities include Level 1 technical support via phone, email, or chat for English and Spanish-speaking users.

The role requires working weekdays from 4:00am to 12:30pm EST and delivering excellent customer service while resolving IT issues. Ideal candidates have at least 6 months in a Service Desk/technical support role and bilingual proficiency.

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.
• Bilingual in English and Spanish languages (both written and oral).
• Ability to work weekdays from 4:00am - 12:30pm EST.
• High School Diploma or GED.
• Associate degree in related field preferred.

Responsibilities

• 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, troubleshooting software, and other “how-to” questions.
• Properly escalate unresolved issues to the next level of support with 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 knowledge of Service Desk procedures, products, and services.
• May perform other job duties as directed by Team Lead or Service Delivery Leader.

Skills

Service Desk experience

Customer service

Bilingual English/Spanish

Education

High School Diploma or GED

Job description

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst for full-time remote work. Responsibilities include Level 1 technical support via phone, email, or chat for English and Spanish-speaking users.

The role requires working weekdays from 4:00am to 12:30pm EST and delivering excellent customer service while resolving IT issues. Ideal candidates have at least 6 months in a Service Desk/technical support role and bilingual proficiency.