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Service Desk Analyst

2 months 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 Service Desk Analyst, you will be responsible for providing technical support and customer service to our clients in both German and English.

Key Responsibilities
  • Provide technical support and customer service to clients via phone, email, or chat.
  • Utilize excellent customer service skills to exceed client expectations.
  • Interact with clients 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 client issues.
  • Ensure proper recording, categorization, documentation, and closure of all tickets.
  • Analyze the impact and urgency of client issues and prioritize accordingly.
  • 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 knowledge of Service Desk procedures, products, and services.
Requirements
  • Fluent in German and English languages.
  • Ability to work weekdays 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.
Preferred Qualifications
  • Associate degree preferred in a related field.