Service Desk Analyst

16 hours ago


New York, New York, United States CAI Full time
Job Summary

We are seeking a highly skilled and customer-focused Service Desk Analyst to join our team at CAI. As a key member of our support team, you will be responsible for providing exceptional technical support and customer service to our clients.

Key Responsibilities
  • Provide Level 1 technical support to both English and Spanish speaking users via phone, email, or chat.
  • Utilize excellent customer service skills to exceed customer expectations and resolve technical issues efficiently.
  • Interact with customers to identify and diagnose technical issues, and provide first-level support including password resets, hardware troubleshooting, and software troubleshooting.
  • Properly escalate unresolved issues to the next level of support with strong supporting documentation.
  • Analyze the impact and urgency of customer issues and prioritize accordingly.
  • Recommend procedure modifications or improvements to enhance customer experience.
Requirements
  • 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.
  • Bilingual in English and Spanish 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).
Preferred Qualifications
  • Associate degree preferred in a related field.
Work Environment

This is a full-time, remote position that requires the ability to work weekdays from 2:00pm - 10:00pm EST. The ideal candidate will be able to work independently and as part of a team to provide exceptional customer service and technical support.



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