2nd Shift Bilingual (Spanish/English) Service Desk Analyst

Cai - Oklahoma City, OK

Full-time

Oklahoma City, OK

Chemical Manufacturing

About the position

The Bilingual Service Desk Analyst will provide Level 1 technical support to both English and Spanish speaking users, ensuring efficient and accurate service. This full-time remote position requires excellent customer service skills to assist associates and vendors with their technical requests, primarily through phone, email, or chat.

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

Requirements

• 6-12 months' experience in a Service Desk role and/or technical support role
• 6-12 months of customer service experience in a professional industry
• High School Diploma or GED
• Bilingual in English and Spanish languages (both written and oral)
• 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 from 2:00pm - 10:00pm EST

Nice-to-haves

• Associate degree preferred in related field.