Service Desk Analyst
3 hours ago
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 technical assistance and customer service to our clients via phone, email, or chat.
Key Responsibilities- Provide Level 1 technical support to both English and Spanish speaking users
- Utilize excellent customer service skills and exceed customers' expectations
- Interact with customers to identify and diagnose technical issues and problems
- 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
- Follow 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
- 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
- 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)
- Excellent work ethic
- Problem-solving skills
- Solution driven
- Associate degree preferred in related field
This is a full-time, remote position that requires the ability to work weekdays from 2:00pm - 10:00pm EST.
Equal Employment Opportunity Policy StatementCAI is an equal opportunity employer and does not 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.
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