Remote Bilingual Service Desk Analyst (English/Turkish)

CAI; Helena (MT); Remote; USD 25,000 - 29,000; Part time

Job summary

CAI is seeking a Part-Time Bilingual Service Desk Analyst to support English and Turkish speaking users from a remote shift (12:30am–4:30am EST). You will provide Level 1 IT support via phone, email, or chat, document issues, reset passwords, and escalate complex problems with clear notes.

The role emphasizes strong customer service, troubleshooting, and precise ticketing in a fast-paced environment. The ideal candidate has 6–12 months in a service desk, a high school diploma, and excellent

Qualifications

• 6–12 months experience in a Service Desk or technical support role.
• 6–12 months of customer service experience in a professional industry.
• Bilingual in English and Turkish (written and oral)

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.
• 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 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 customer issues and prioritize appropriately.
• Recommend procedure modifications or improvements.
• Drive positive results in Customer Experience through timely responses and professional interaction.

Education

High School Diploma or GED

Job description

CAI is seeking a Part-Time Bilingual Service Desk Analyst to support English and Turkish speaking users from a remote shift (12:30am–4:30am EST). You will provide Level 1 IT support via phone, email, or chat, document issues, reset passwords, and escalate complex problems with clear notes.

The role emphasizes strong customer service, troubleshooting, and precise ticketing in a fast-paced environment. The ideal candidate has 6–12 months in a service desk, a high school diploma, and excellent