Bilingual (Spanish/English) Service Desk Analyst

Bilingual (Spanish/English) Service Desk AnalystReq number:R7643Employment type:Full timeWorksite flexibility:RemoteWho we areCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.Job SummaryAs 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 DescriptionWe are looking for a bilingual customer service-oriented Bilingual Service Desk Analyst to provide Level 1 technical support to both English and Spanish 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 remoteWhat You'll DoProvide General IT end-user support including:Utilize excellent customer service skills and exceed customers' expectationsInteract via telephone, e-mail, chat, and one on one with customers to identify and diagnose technical issues and problemsProvide 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" questionsProperly escalates unresolved issues to the next level of support with strong supporting documentationFollowing documented processes to resolve customer issues.Ensure proper recording, categorization, documentation, and closure of all ticketsAnalyze the impact and urgency of customers' issues and prioritize appropriatelyRecommend procedure modifications or improvementsDrive positive results in Customer Experience through timely responses and professional interactionDemonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and monthly team metricsPreserve and grow your knowledge of Service Desk procedures, products, and servicesMay perform other job duties as directed by Team Lead or Service Delivery LeaderWhat You'll NeedRequired:Minimum 6-12 months' experience in a Service Desk role and/or technical support roleMinimum 6-12 months of customer service experience in a professional industryHigh School Diploma or GEDBilingual in English and Spanish languages (both written and oral)Strong troubleshooting and documentation skillsExcellent customer service skillsStrong attention to detail and strong communication skills (both written and oral)Excellent work ethicProblem-solving skillsSolution drivenAbility to work weekdays from 6:00am-2:30am ESTPreferred:Associate degree preferred in related field.Physical DemandsAbility 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.Reasonable accommodation statementIf 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.Pay$18.00 per hour plus language bonusThe pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.J-18808-Ljbffr