Job Description
Job ID Number
R5370
Employment Type
Full time
Worksite Flexibility
Remote
Job Summary
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.
Job Description
We are looking for a bilingual customer service-oriented Bilingual Service Desk Analyst to provide Level 1 technical support to both English and German 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 full-time and remote .
What You’ll Do
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
What You’ll Need
Required:
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
Fluent in English and German 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 1:00am to 9:00am EST
Preferred:
Associate degree preferred in related field
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor
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Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited. CAI
Job Tags
Full time, Local area, Remote job, Weekday work,