BILINGUAL (SPANISH/ENGLISH) SERVICE DESK ANALYST
Company: CAI
Location: Des Moines
Posted on: October 6, 2024
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Job Description:
Job ID NumberR3770Employment 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 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 remote.What You'll DoProvide
General IT end-user supportUtilize 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 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 drivenPreferred: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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