Bilingual (German/English) Service Desk Analyst

Job title: Bilingual (German/English) Service Desk Analyst in USA at CAI Company: CAI Job description: Job ID Number R5370Employment Type Full timeWorksite Flexibility RemoteJob Summary As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.Job DescriptionWe are looking for a bilingual customer service-oriented Bilingual Service Desk Analyst to provide Level 1 technical support to both English and German speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full-time and remote.What You’ll DoProvide General IT end-user supportUtilize excellent customer service skills and exceed customers’ expectationsInteract via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problemsProvide 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” questionsProperly escalate unresolved issues to the next level of support with strong supporting documentationFollowing documented processes to resolve customer issuesEnsure proper recording, categorization, documentation, and closure of all ticketsAnalyze the impact and urgency of customer’s issues and prioritize appropriatelyRecommend procedure modifications or improvementsDrive positive results in Customer Experience through timely responses and professional interactionDemonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metricsPreserve and grow your knowledge of Service Desk procedures, products, and servicesMay perform other job duties as directed by Team Lead or Service Delivery LeaderWhat You’ll NeedRequired:6-12 months’ experience in a Service Desk role and/or technical support role6-12 months of customer service experience in a professional industryHigh School Diploma or GEDFluent in English and German languages (both written and oral)Strong troubleshooting and documentation skillsExcellent customer service skillsStrong attention to detail and strong communication skills (both written and oral)Excellent work ethicProblem-solving skillsSolution drivenAbility to work weekdays from 1:00am to 9:00am ESTPreferred:Associate degree preferred in related fieldPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary 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#LI-AE1Reasonable Accommodation StatementIf 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 or (888) 824 – 8111.Equal Employment Opportunity Policy StatementCAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited. Expected salary: Location: USA Apply for the job now! Apply for this job