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, seeking a customer service-oriented Service Desk Analyst to provide Level 1 technical support to users. The role involves troubleshooting hardware and software issues, documenting and escalating unresolved problems, and ensuring accurate ticket closure.
Responsibilities
- 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
Skills
- Minimum 6 months' experience in a Service Desk role and/or technical support role
- Minimum 6 months of customer service experience in a professional industry
- High School Diploma or GED
- 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 8:00am-4:30pm EST
- Associate's degree preferred in related field
Benefits
- Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access.
- Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.
Company Overview