Job Information
CAI Service Desk Analyst (Bilingual English/Mandarin) in Philippines
Service Desk Analyst (Bilingual English/Mandarin)
Req number:
R2686
Employment type:
Full time
Worksite flexibility:
Remote
Who we are
CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary
We are looking for a motivated Bilingual English/Mandarin Service Desk Analyst who will support our client's user population on technical issues utilizing Mandarin language skills and are looking for your next career move, apply now!
Job Description
We are looking for a customer service oriented Bilingual (Mandarin/English) Service Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner. This position 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.
This is a remote, full time position.
What You’ll Do
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
What You'll Need
Required:
1+ years’ experience in a Service Desk and/or technical support role
1+ years’ of customer service experience in a professional industry
Fluency in the Mandarin language
Degree in Information Systems, Computer Science (Preferred) or equivalent experience
Strong troubleshooting and documentation skills
Active Directory Experience
Desktop and Laptop hardware support experience
Understanding of LAN/WAN technologies and protocols
Preferred:
Excellent customer service skills
Strong attention to detail and strong communication skills (both written and oral)
Excellent work ethic
Problem-solving skills
Experience working with ITSM tools (ex. ServiceNow, Ivanti, Remedy, etc.)
Competency Statement(s):
Solution driven
Detail oriented
Physical Demands:
Ability to safely and successfully perform the essential job functions
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
Controlled climate office environment which would include own desk/cubicle space.
Occasional ability to work from an off-site location
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 application.accommodations@cai.io or (888) 824 – 8111.