Bilingual (Spanish/English) Service Desk Analyst

CAI • ,

11h • Remote

About The Position

The Bilingual (Spanish/English) Service Desk Analyst provides Level 1 technical support and customer service to English- and Spanish-speaking users. The analyst receives requests from associates and vendors and helps resolve technical issues through phone, email, chat, and one-on-one interactions. This is a full-time, remote position requiring weekday availability from 4:00 a.m. to 12:30 p.m. EST.

Requirements

• At least 6 months of experience in a Service Desk and/or technical support role.
• At least 6 months of customer service experience in a professional industry.
• High school diploma or GED.
• Bilingual English and Spanish proficiency, both written and oral.
• Availability to work weekdays from 4:00 a.m. to 12:30 p.m. EST.
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong attention to detail and strong written and oral communication skills.
• Excellent work ethic.
• Problem-solving skills.
• Solution-driven approach.

Nice To Haves

• Associate degree in a related field.

Responsibilities

• Provide general IT end-user support.
• Deliver customer service and work to exceed customers’ expectations.
• Interact with customers by telephone, email, chat, and one-on-one to identify and diagnose technical issues and problems.
• Provide first-level support, including password resets; remote troubleshooting of laptops, iPads, desktops, printers, and other hardware; software troubleshooting; and answers to how-to questions.
• Escalate unresolved issues to the next support level with clear supporting documentation.
• Follow documented processes to resolve customer issues.
• Record, categorize, document, and close tickets appropriately.
• Analyze the impact and urgency of customer issues and prioritize them appropriately.
• Recommend procedure modifications or improvements.
• Promote positive customer experiences through timely responses and professional interactions.
• Meet individual performance targets and team monthly metrics through self-direction.
• Maintain and expand knowledge of Service Desk procedures, products, and services.
• Perform other job duties as directed by the Team Lead or Service Delivery Leader.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Access to a 401(k) retirement account
• May be entitled to paid sick leave and/or other paid time off as provided by applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED