Remote Bilingual Service Desk Analyst (Spanish/English)

CAI; Saint Paul (MN); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid time off

Job summary

CAI in the United States is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support to English and Spanish-speaking users via phone, email, or chat. This full-time remote role supports associates and vendors with technical help and customer service excellence.

Your duties include password resets, hardware/software troubleshooting, accurate ticketing, and clear documentation.

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 (written and spoken).
• Ability to work Weekdays from 5:30am - 1:00pm EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service and communication skills.

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 password resets and remote hardware/software troubleshooting.
• Escalate unresolved issues to the next level with strong documentation.
• Follow documented processes to resolve customer issues.
• Record, categorize, document, and close all tickets.
• Analyze impact and urgency of issues and prioritize accordingly.
• Recommend procedure modifications or improvements.
• Drive positive results in Customer Experience through timely responses.
• Meet performance targets for daily and monthly metrics.
• Maintain knowledge of Service Desk procedures, products, and services.
• May perform other duties as directed by Team Lead or Service Delivery Leader.

Skills

Bilingual Spanish/English

Service Desk experience

Customer service experience

Education

High School Diploma or GED

Job description

CAI in the United States is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 IT support to English and Spanish-speaking users via phone, email, or chat. This full-time remote role supports associates and vendors with technical help and customer service excellence.

Your duties include password resets, hardware/software troubleshooting, accurate ticketing, and clear documentation.