Note: The job is a remote job and is open to candidates in USA. CAI is a global services firm that unites talent and technology to deliver solutions for clients across public and commercial sectors. The company is seeking a customer service-oriented Service Desk Analyst to provide Level 1 technical support to users through phone, email, and chat. The role focuses on diagnosing and resolving technical issues, documenting and escalating tickets, and delivering positive customer experiences in a full-time remote environment.
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 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
- Ability to work weekdays 8:00am - 5:00pm EST
- 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 safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
- 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
- Associate degree preferred in related field
Benefits
- Full-time remote work
- Medical, dental, and vision insurance
- 401k retirement account access
- Paid sick leave and/or other paid time off as provided by applicable law
Company Overview
Company H1B Sponsorship