Remote Bilingual Service Desk Specialist (Spanish/English)

CAI; Olympia (WA); Remote; USD 20,000 - 29,000; Full time

Job summary

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 technical support and customer service for English and Spanish-speaking users. The role is full-time and remote, with weekday hours from 4:00am to 12:30pm EST.

Responsibilities include handling tickets via phone, email, or chat, password resets, hardware/software troubleshooting, and documentation. Prioritize issues, escalate when needed, and maintain service quality while contributing to customer experience

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
• Properly escalate unresolved issues to the next level of support with strong 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
• Preserve and grow knowledge of Service Desk procedures, products, and services
• May perform other job duties as directed by Team Lead or Service Delivery Leader

Skills

Bilingual English/Spanish

Education

High School Diploma or GED

Job description

CAI is seeking a Bilingual (Spanish/English) Service Desk Analyst to provide Level 1 technical support and customer service for English and Spanish-speaking users. The role is full-time and remote, with weekday hours from 4:00am to 12:30pm EST.

Responsibilities include handling tickets via phone, email, or chat, password resets, hardware/software troubleshooting, and documentation. Prioritize issues, escalate when needed, and maintain service quality while contributing to customer experience