Remote Bilingual Service Desk Analyst (EN/ES)

CAI; Helena (MT); Remote; USD 21,000 - 29,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Dental insurance

Vision insurance

401k retirement plan

Paid time off

Job summary

CAI is seeking a Bi-lingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support to English and Spanish speaking users. This full-time, remote role handles tickets by phone, email, or chat and delivers accurate, customer-friendly solutions.

The successful candidate will have at least 6 months in a service desk or technical support role, strong documentation and communication skills, and the ability to work EST hours.

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).
• 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

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, 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

Skills

Bilingual Spanish/English

Customer service

Troubleshooting

Documentation

Communication

EST hours

Education

High School Diploma or GED

Job description

CAI is seeking a Bi-lingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support to English and Spanish speaking users. This full-time, remote role handles tickets by phone, email, or chat and delivers accurate, customer-friendly solutions.

The successful candidate will have at least 6 months in a service desk or technical support role, strong documentation and communication skills, and the ability to work EST hours.