BILINGUAL (SPANISH/ENGLISH) SERVICE DESK ANALYST
Company: CAI
Location: Des Moines
Posted on: September 25, 2024
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Job Description:
Job ID NumberR3698Employment TypeFull timeWorksite
FlexibilityRemoteJob 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 Service Desk Analyst to provide Level 1
technical support to both English and Spanish 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 DoProvide General IT end-user
support including: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 documentationFollowing 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 LeaderWhat You'll
NeedRequired:6-12 months' experience in a Service Desk role and/or
technical support role6-12 months of customer service experience in
a professional industryHigh School Diploma or GEDStrong
troubleshooting and documentation skillsExcellent customer service
skillsStrong attention to detail and strong communication skills
(both written and oral)Excellent work ethicProblem-solving
skillsSolution drivenFluent in both English and Spanish languages
(read, write, speak)Preferred: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 monitorReasonable 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.Equal Employment Opportunity Policy StatementIt is the policy
of CAI not to discriminate against any employee or applicant due to
race, color, religion, sex, sexual orientation, gender identity,
national origin, age, marital status, genetic information,
disability or being a protected veteran. It is also the policy of
CAI to take affirmative action to employ and to advance in
employment, all persons regardless of race, color, religion, sex,
sexual orientation, gender identity, national origin, age, marital
status, genetic information, disability or being a protected
veteran, and to base all employment decisions only on valid job
requirements. This policy shall apply to all employment actions,
including but not limited to recruitment, hiring, upgrading,
promotion, transfer, demotion, layoff, recall, termination, rates
of pay or other forms of compensation and selection for training,
including apprenticeship, at all levels of employment. Employees
and applicants of CAI will not be subject to harassment due to
race, color, religion, sex, sexual orientation, gender identity,
national origin, age, marital status, genetic information,
disability or being a protected veteran. Additionally, retaliation,
including intimidation, threats, or coercion, because an employee
or applicant has objected to discrimination, engaged or may engage
in filing a complaint, assisted in a review, investigation, or
hearing or have otherwise sought to obtain their legal rights under
any Federal, State, or local EEO law is prohibited.
Keywords: CAI, Des Moines , BILINGUAL (SPANISH/ENGLISH) SERVICE DESK ANALYST, Other , Des Moines, Iowa
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