Bilingual (French/English) Service Desk Analyst

Cai - Boston, MA

Full-time

Boston, MA

Chemical Manufacturing

About the position

The Bilingual Service Desk Analyst is responsible for providing Level 1 technical support to both English and French speaking users. This role involves receiving requests from associates and vendors, delivering technical support, and ensuring excellent customer service. The position is full-time and remote, focusing on resolving technical issues efficiently and accurately through various communication channels.

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 resetting passwords, troubleshooting hardware and software, and answering 'how-to' questions
• Properly escalate unresolved issues to the next level of support with strong supporting documentation
• Follow 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
• Preserve and grow 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 French 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 2:00am - 10:30am EST

Nice-to-haves

• Associate degree preferred in related field.