Remote Bilingual Service Desk Analyst (English/Turkish)

CAI; Cheyenne (WY); Remote; USD 21,000 - 29,000; Part time

Job summary

CAI is seeking a Part-time Bilingual Service Desk Analyst (English/Turkish) to provide Level 1 IT support to English and Turkish users. The role is remote with overnight hours (12:30am–4:30am EST) on weekdays, involving ticket logging, password resets, and basic diagnostics.

You will interact via phone, email, or chat, deliver strong customer service, and escalate complex issues while documenting steps taken. The incumbent should demonstrate attention to detail and effective communication.

Qualifications

• 6-12 months experience in a Service Desk or technical support role
• 6-12 months of customer service experience in a professional industry
• High School Diploma or GED
• Bilingual in English and Turkish (written and oral)
• Strong troubleshooting and documentation skills
• Excellent customer service skills
• Strong written and verbal communication skills
• Ability to work part-time weekdays 12:30am-4:30am EST

Responsibilities

• Provide General IT end-user support
• Interact via telephone, e‑mail, chat and one on one with customers to diagnose technical issues
• Provide first level support including password resets, hardware and software troubleshooting
• Escalate unresolved issues with strong supporting documentation
• Follow documented processes to resolve customer issues
• Ensure proper recording, categorization, documentation, and closure of all tickets
• Analyze impact and urgency of issues and prioritize accordingly
• Drive positive results in Customer Experience through timely responses and professional interaction
• Maintain knowledge of Service Desk procedures, products, and services
• May perform other duties as directed by Team Lead or Service Delivery Leader

Job description

CAI is seeking a Part-time Bilingual Service Desk Analyst (English/Turkish) to provide Level 1 IT support to English and Turkish users. The role is remote with overnight hours (12:30am–4:30am EST) on weekdays, involving ticket logging, password resets, and basic diagnostics.

You will interact via phone, email, or chat, deliver strong customer service, and escalate complex issues while documenting steps taken. The incumbent should demonstrate attention to detail and effective communication.