CAI · 2 days ago

Bilingual (Portuguse/English) Service Desk Analyst

United States

Full-time

Remote

Entry Level

1+ years exp

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ConsultingSoftware

Work & Life Balance

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Responsibilities

Provide General IT end-user support

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

Qualification

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Bilingual EnglishBilingual PortugueseTechnical supportDocumentation skills