Remote Bilingual Service Desk Analyst - Spanish/English

CAI; Columbus (OH); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k retirement plan

Paid time off

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst in Columbus, OH for full-time remote work. You will provide Level 1 technical support to English and Spanish-speaking users via phone, email, or chat.

Responsibilities include password resets, hardware/software troubleshooting, ticket documentation, and escalation where needed. Strong customer service and bilingual abilities are essential; working hours follow EST.

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

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, troubleshooting software and other “how-to” questions.
• Properly escalate unresolved issues to the next level of support with strong supporting 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 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.

Skills

Bilingual Spanish/English

Customer service

Troubleshooting

Documentation

End-user support

Education

High School Diploma or GED

Job description

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst in Columbus, OH for full-time remote work. You will provide Level 1 technical support to English and Spanish-speaking users via phone, email, or chat.

Responsibilities include password resets, hardware/software troubleshooting, ticket documentation, and escalation where needed. Strong customer service and bilingual abilities are essential; working hours follow EST.