Bilingual Service Desk Analyst (English/Turkish) - Remote

CAI; Madison (WI); À distance; USD 20 000 - 29 000; Temps partiel

Avantages offerts par ce poste

401k retirement account

Paid time off

Paid sick leave

Résumé du poste

CAI is seeking a Bilingual (English/Turkish) Service Desk Analyst for a part-time, remote role. You will provide Level 1 IT support to English- and Turkish-speaking users via phone, email, or chat, including password resets and basic hardware/software troubleshooting.

The shift runs weekdays from 12:30am to 4:30am EST. The ideal candidate has 6–12 months in a Service Desk or technical role, strong customer service experience, and excellent documentation and communication skills.

Qualifications

• Minimum 6–12 months in a Service Desk or technical support role.
• Minimum 6–12 months of customer service experience in a professional setting.
• Bilingual in English and Turkish (written and oral).
• Strong troubleshooting and documentation skills.
• Ability to work part-time shifts remotely, weekdays 12:30am–4:30am EST.

Responsabilités

• Provide General IT end-user support.
• Use customer service skills to exceed expectations.
• Interact via phone, email, chat to diagnose issues.
• Provide first-level support: password resets, remote hardware/software troubleshooting.
• Escalate unresolved issues with proper documentation.
• Follow documented processes to resolve issues.
• Record, categorize, document, and close tickets.
• Analyze issue urgency and prioritize accordingly.
• Suggest procedural improvements.
• Drive positive customer experience through timely responses.
• Meet performance targets for daily and monthly metrics.
• Maintain knowledge of Service Desk procedures, products, and services.
• May perform other duties as directed by team lead.

Connaissances

Customer service

Troubleshooting

Documentation

Communication

Problem solving

Attention to detail

Remote work

Formation

High School Diploma or GED

Description du poste

CAI is seeking a Bilingual (English/Turkish) Service Desk Analyst for a part-time, remote role. You will provide Level 1 IT support to English- and Turkish-speaking users via phone, email, or chat, including password resets and basic hardware/software troubleshooting.

The shift runs weekdays from 12:30am to 4:30am EST. The ideal candidate has 6–12 months in a Service Desk or technical role, strong customer service experience, and excellent documentation and communication skills.