Bilingual (Mandarin/English) Service Desk Analyst

Computer Aid Inc.; Towson (MD); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company is seeking a Bilingual Service Desk Analyst to provide Level 1 technical support to English and Mandarin speakers. The role involves receiving requests and delivering effective customer service while troubleshooting technical issues. Ideal candidates should possess strong customer service skills and be fluent in both languages, with a commitment to achieving performance metrics.

Qualifications

• 6-12 months’ experience in a Service Desk role or technical support.
• Fluent in English and Mandarin (both written and oral).
• Strong troubleshooting and documentation skills.

Responsibilities

• Provide Level 1 technical support via phone, email, or chat.
• Reset passwords and troubleshoot hardware/software issues.
• Document and escalate unresolved issues properly.

Skills

Customer Service

Troubleshooting

Documentation

Problem-solving

Attention to Detail

Communication

Bilingual (English and Mandarin)

Education

High School Diploma or GED

Associate degree preferred in related field

Job description

Job ID Number

R5490

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As a 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.

Job Description

We are looking for a bilingual customer service-oriented Bilingual Service Desk Analyst to provide Level 1 technical support to both English and Mandarin 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 including:

• 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), and other “how-to” questions.

• Properly escalate unresolved issues to the next level of support with strong supporting documentation

• Following 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

What You’ll Need

Required:

• 6-12 months’ experience in a Service Desk role and/or technical support role

• 6-12 months of customer service experience in a professional industry

• High School Diploma or GED

• Fluent in English and Mandarin 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 7:00pm to 3:00am EST

Preferred:

• Associate degree preferred in related field.

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.

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Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [e-mail] or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.