Part-Time Bilingual (Italian/English) Service Desk Analyst

CAI•,

4d•Remote

About The Position

As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests. This position is part-time (20 hours a week). We are looking for a bilingual customer service-oriented Bilingual Service Desk Analyst to provide Level 1 technical support to both English and Italian speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be part-time and remote.

Requirements

6-12 months’ experience in a Service Desk role and/or technical support role
6-12 months of customer service experience in a professional industry
High School Diploma or GED
Bilingual in English and Italian languages (both written and oral)
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 from 7:30am – 11:30am EST

Nice To Haves

Associate degree preferred in related field.

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 (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 team monthly 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