Remote Bilingual IT Help Desk Analyst (Spanish/English)

CAI; Bismarck (ND); 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 English and Spanish users. The role is full-time and remote with a 4:00am–12:30pm EST shift, requiring strong troubleshooting, documentation, and adherence to ticket processes.

Responsibilities include handling inquiries via phone, email, or chat, resolving common issues, and escalating unresolved problems with clear notes.

Qualifikationen

• 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.
• Bilingual in English and Spanish languages (both written and oral).
• Ability to work weekdays from 4:00am - 12:30pm EST.

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 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 accordingly.
• 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.

Kenntnisse

Bilingual English/Spanish

Customer service

Troubleshooting

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 English and Spanish users. The role is full-time and remote with a 4:00am–12:30pm EST shift, requiring strong troubleshooting, documentation, and adherence to ticket processes.

Responsibilities include handling inquiries via phone, email, or chat, resolving common issues, and escalating unresolved problems with clear notes.