Bilingual Service Desk Analyst

3 days ago


Oklahoma City, Oklahoma, United States CAI Full time
Job Summary

We are seeking a highly skilled and customer-focused Bilingual 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 in both English and French.

Key Responsibilities
  • Provide Level 1 technical support to clients via phone, email, or chat, utilizing excellent customer service skills and technical knowledge to resolve issues efficiently.
  • Interact with clients to identify and diagnose technical issues, providing first-level support for hardware and software troubleshooting, password resets, and other technical inquiries.
  • Properly escalate unresolved issues to the next level of support, ensuring strong supporting documentation and following documented processes to resolve customer issues.
  • Ensure proper recording, categorization, documentation, and closure of all tickets, analyzing the impact and urgency of customer issues and prioritizing accordingly.
  • Recommend procedure modifications or improvements to enhance customer experience and drive positive results.
  • Meet targets for performance metrics, demonstrating self-direction and meeting 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.
  • Ability to work weekdays from 2:00 am to 10:00 am EST.
Preferred Qualifications
  • Associate degree preferred in a related field.
Physical Demands
  • Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards.
  • 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.

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