Bilingual Service Desk Analyst

4 weeks ago


Indianapolis, Indiana, United States CAI Full time

Job Summary

We are seeking a highly skilled and customer-focused Bilingual Service Desk Analyst to provide technical support and customer service to our clients. As a key member of our team, you will be responsible for receiving and resolving technical requests from associates and vendors in a timely and professional manner.

Key Responsibilities

  • Provide Level 1 technical support to English and French 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 problems, and provide first-level support including password resets, hardware troubleshooting, and software assistance.
  • Properly escalate unresolved issues to the next level of support with strong supporting documentation.
  • Follow documented processes to resolve customer issues and ensure proper recording, categorization, documentation, and closure of all tickets.
  • Analyze the impact and urgency of customer issues and prioritize accordingly.
  • Recommend procedure modifications or improvements to enhance customer experience.
  • Meet performance metrics and targets for daily individual work goals and team monthly metrics.

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.
  • High School Diploma or GED.
  • Fluent in English and French 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.

Preferred Qualifications

  • Associate degree preferred in a related field.

Work Environment

  • 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.

Equal Employment Opportunity Policy Statement

CAI is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.



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