Service Desk Analyst - Remote Eligible

Service Desk Analyst

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.

We are looking for a bilingual customer service-oriented 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 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
• 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 10:00am – 6:30pm 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.

The pay for this position is $18 per hour (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law.

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.

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.