Bilingual Service Desk Analyst (Spanish/English) - Remote

CAI; Richmond (VA); Remote; USD 22,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k retirement account access

Paid sick leave / PTO

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support to English and Spanish-speaking users via phone, email, or chat. This remote, full-time role supports associates and vendors across our client base.

The ideal candidate has at least 6 months of service desk or technical support experience, strong troubleshooting and documentation skills, and excellent customer service. Bilingual proficiency and professional communication are required.

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.
• High School Diploma or GED.
• Bilingual in English and Spanish languages (both written and oral).
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong communication skills (written and spoken).
• Ability to work weekdays from 9:30am - 6:00pm or 10:30am – 7:00pm EST.

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 strong documenting.
• Follow documented processes to resolve customer issues.
• Record, categorize, document, and close all tickets.
• Analyze impact and urgency of customer issues and prioritize accordingly.
• Suggest procedure improvements.
• Drive positive results in Customer Experience through timely responses and professional interaction.
• Demonstrate self-direction in meeting targets for performance metrics.
• Maintain knowledge of Service Desk procedures, products, and services.

Skills

Bilingual English/Spanish

Customer service

Troubleshooting

Documentation

Communication skills

Problem solving

Attention to detail

Education

High School Diploma or GED

Associate degree preferred

Job description

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support to English and Spanish-speaking users via phone, email, or chat. This remote, full-time role supports associates and vendors across our client base.

The ideal candidate has at least 6 months of service desk or technical support experience, strong troubleshooting and documentation skills, and excellent customer service. Bilingual proficiency and professional communication are required.