Bilingual (Spanish/English) Service Desk Analyst

CAI; Annapolis (MD); À distance; USD 37 000 - 45 000; Plein temps

Résumé du poste

CAI is hiring a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 technical support and customer service. The role is remote, full-time, and supports English and Spanish speaking users via phone, email, or chat.

Responsibilities include troubleshooting, password resets, and issue escalation with proper documentation. The position emphasizes high-quality customer interaction and adherence to service standards.

Qualifications

• 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 from 4:00am - 12:30pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong attention to detail and communication skills.
• Excellent work ethic.
• Problem-solving skills.
• Solution driven.

Responsabilités

• 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 password resets, remote troubleshooting of hardware and software.
• Escalate unresolved issues with thorough documentation.
• Follow documented processes to resolve issues.
• Ensure proper recording, categorization, documentation and closure of tickets.
• Analyze impact and urgency and priority accordingly.
• Recommend procedure modifications or improvements.
• Drive positive results in Customer Experience through timely responses and professional interaction.

Connaissances

Bilingual English/Spanish

Customer service skills

Troubleshooting skills

Documentation skills

Problem-solving skills

Solution driven

Formation

High School Diploma or GED

Associate degree (preferred)

Description du poste

Bilingual (Spanish/English) Service Desk Analyst

Req number:

R8653

Employment type:

Full time

Worksite flexibility:

Remote

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 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 (Spanish/English) 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 (Spanish/English) Service Desk Analyst to provide Level 1 technical support to both English and Spanish 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
• 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 escalation 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:

• 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)
• Ability to work weekdays from 4:00am - 12:30pm EST
• 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

Preferred:

• Associate degree in related field preferred

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

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 [phone].

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

$18 per hour

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 may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.