Bilingual (Spanish/English) Service Desk Analyst

Cai • Juneau, AK

412d

About The Position

The Bilingual Service Desk Analyst is responsible for providing Level 1 technical support to both English and Spanish speaking users. This role involves receiving requests from associates and vendors, delivering technical support, and ensuring excellent customer service through various communication channels including phone, email, and chat. The position is full-time, remote, and operates during the 3rd shift.

Requirements

• 6-12 months' experience in a Service Desk or technical support role.
• 6-12 months of customer service experience in a professional industry.
• High School Diploma or GED.
• Bilingual in English and Spanish (both written and oral).
• Strong troubleshooting and documentation skills.
• Excellent customer service skills.
• Strong attention to detail and communication skills (both written and oral).
• Excellent work ethic and problem-solving skills.
• Ability to work weekdays from 2:00am - 10:00am EST.

Nice To Haves

• Associate degree preferred in a related field.

Responsibilities

• Provide General IT end-user support including troubleshooting hardware and software issues.
• Utilize excellent customer service skills to exceed customers' expectations.
• Interact with customers to identify and diagnose technical issues via telephone, e-mail, chat, and one-on-one.
• Provide first level support including resetting passwords and answering 'how-to' questions.
• Properly escalate unresolved issues to the next level of support with strong supporting documentation.
• Follow documented processes to resolve customer issues and ensure proper ticket management.
• Analyze the impact and urgency of customer issues and prioritize appropriately.
• Recommend procedure modifications or improvements based on customer feedback.
• Drive positive results in Customer Experience through timely responses and professional interaction.
• Demonstrate self-direction in meeting performance metrics and work goals.

What This Job Offers

• Job Type: Full-time
• Industry: Chemical Manufacturing
• Education Level: High school or GED