[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. CAI is a global technology services firm with over 8,500 associates worldwide. As a Bilingual Service Desk Analyst, you will provide Level 1 bilingual technical support to English and Portuguese speaking users, ensuring efficient and accurate customer service and technical assistance.

Responsibilities

• Provide General IT end-user support including:
• Utilize excellent customer service skills and exceed customers’ expectations
• Interact via telephone, e-mail, chat 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 (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions
• Properly escalate unresolved issues to the next level of support with strong supporting documentation
• Following 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 monthly team metrics
• Preserve and grow your knowledge of Service Desk procedures, products, and services
• May perform other job duties as directed by Team Lead or Service Delivery Leader

Skills

• 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
• Strong troubleshooting and documentation skills
• Excellent customer service skills
• Strong attention to detail and strong communication skills (both written and oral)
• Excellent work ethic
• Problem-solving skills
• Solution driven
• Ability to work weekdays 6:00am-2:30pm EST
• Bilingual in both English and Portuguese languages (oral and written)
• Associate degree is preferred in related field

Benefits

• Medical, dental, and vision insurance
• 401k retirement account access
• Paid sick leave
• Paid time off

Company Overview

Company H1B Sponsorship