[Remote] Bilingual (French/English) Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. CAI is a global services firm with over 9,000 associates worldwide, and they are seeking a Bilingual Service Desk Analyst to provide Level 1 technical support. The role involves assisting English and French speaking users with technical issues and ensuring excellent customer service through various communication channels.

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 monthly team 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

Skills

• Minimum 6-12 months' experience in a Service Desk role and/or technical support role
• Minimum 6-12 months of customer service experience in a professional industry
• High School Diploma or GED
• Bilingual 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 2:00am-10:00am EST
• Associate degree preferred in related field

Benefits

• Medical, dental, and vision insurance
• 401k retirement account access
• Paid sick leave
• Other paid time off as provided by applicable law

Company Overview

Company H1B Sponsorship