Service Desk Analyst
16 hours ago
We are seeking a skilled Service Desk Analyst to provide bilingual Level 1 technical support to our customers. This role will involve receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.
Key Responsibilities
Provide general IT end-user support, including troubleshooting hardware and software issues.
Utilize excellent customer service skills to exceed customers' expectations.
Interact with customers via phone, email, or chat to identify and diagnose technical issues and problems.
Provide first-level support, including resetting passwords, troubleshooting hardware remotely, and troubleshooting software.
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.
Requirements
Bilingual in both Korean and English languages.
Ability to work weekdays from 7:00pm - 3:00am EST.
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.
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.
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