Bilingual/ Spanish Service Desk Analyst I

Computer Aid, Inc.(CAI)

Must Reside in USA Remote only

Full time

US$15-17 (hourly)

IT

Remote

Dec 9

Job Purpose

We are looking for a customer service-oriented Bilingual Service Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner. A Service Desk Analyst is responsible for providing Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat.

The goal is to make sure that customer value is maintained to the standards set forth by the customer.

We have two shifts opens currently:

Monday - Friday 6am- 2pm EST shift

Monday - Friday 9am - 5pm EST shift

Duties and Responsibilities

Provide General IT end-user support including:

  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems.
  • Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions.
  • Properly escalate unresolved issues to the next level of support with strong supporting documentation.
  • Following 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.
  • Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.
  • Preserve and grow your knowledge of Service Desk procedures, products, and services.
  • May perform other job duties as directed by Team Lead or Service Delivery Leader

Qualifications

Experience/Education - Required

  • 6-12 months experience in a Service Desk or technical support role
  • 6-12 months customer service experience in a professional industry
  • High school diploma; Associates Degree in related field preferable

Technical Skills - Required

  • Strong troubleshooting and documentation skills

Technical Skills – Preferred

  • Active Directory Experience
  • Desktop and Laptop hardware support experience
  • Understanding of LAN/WAN technologies and protocols

Other Requirements

  • Excellent customer service skills
  • Strong attention to detail and strong communication skills (both written and oral)
  • Excellent work ethic
  • Problem-solving skills

Competency Statement(s)

  • Solution driven
  • Detail oriented

Work Environment & Physical Requirements

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

Work Environment

  • Controlled climate office environment which would include own desk/cubicle space
  • Occasional ability to work from an off-site location

Physical Requirements

  • Operating a computer and communicating over the phone

Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities. CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve. Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities. For more information on our professionals, services, and industries we support, please see our website www.cai.io.

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to or (888) 824 – 8111. This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/ EEO Statement: It is the policy of Computer Aid, Inc. (CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Reasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to (888) 824 – 8111.

This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/

EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday
  • Weekend availability

Language:

  • Spanish (Required)

Work Location: Remote

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