Bilingual Service Desk Analyst (Spanish/English) | Remote

CAI; Des Moines (IA); Remote; USD 20.000 - 29.000; Vollzeit

Zusammenfassung

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 technical support and customer service to both English and Spanish-speaking users. This remote, full-time role handles requests via phone, email, or chat and follows documented processes to resolve issues.

The position requires six months of service desk and customer service experience, bilingual proficiency, and strong troubleshooting skills.

Qualifikationen

• Minimum 6 months experience in a Service Desk 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 (written and oral).
• Ability to work weekdays 5:30am - 1:00pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.
• Problem-solving and solution-oriented mindset.
• Associate degree in related field preferred.

Aufgaben

• 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 escape 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 knowledge of Service Desk procedures, products, and services.
• May perform other job duties as directed by Team Lead or Service Delivery Leader.

Kenntnisse

Bilingual English/Spanish

Customer service

Technical support

Telephone support

Ausbildung

High School Diploma or GED

Jobbeschreibung

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 technical support and customer service to both English and Spanish-speaking users. This remote, full-time role handles requests via phone, email, or chat and follows documented processes to resolve issues.

The position requires six months of service desk and customer service experience, bilingual proficiency, and strong troubleshooting skills.