Bilingual Service Desk Analyst (German/English)

CAI; Annapolis (MD); Remote; USD 80,000 - 100,000; Full time

Job summary

A global technology services firm in Annapolis is seeking a Bilingual Service Desk Analyst (German/English) to provide IT support and exceptional customer service. The role requires troubleshooting and assisting users with various technical issues while ensuring high standards of documentation and ticket management. Candidates should have 6-12 months of customer service experience and be fluent in both German and English. This full-time position allows for remote work with specific weekday hours.

Benefits

Medical insurance

Dental insurance

Vision insurance

401k retirement account access

Language bonus

Qualifications

• 6-12 months’ experience in a Service Desk or technical support role.
• Strong troubleshooting and documentation skills.
• Ability to work weekdays from 2:00am – 10:00am EST.

Responsibilities

• Provide general IT end-user support.
• Interact with customers to identify and diagnose technical issues.
• Ensure proper recording and closure of all tickets.

Skills

Customer service

Troubleshooting

Communication skills

Attention to detail

Problem-solving

Bilingual in English and German

Education

High School Diploma or GED

Associate degree in related field

Job description

Overview

Bilingual Service Desk Analyst (German/English)

Req number: R6223

Employment type: Full time

Worksite flexibility: Remote

Who we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As a Bilingual 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.

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), 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
• 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 2:00am – 10:00am EST Monday - Friday
• Bilingual in English and German languages (both written and oral)

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

The pay range for this position is $18.00 per hour (USD) plus a language bonus. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law.

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Reasonable accommodation

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.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.