Bilingual (French/English) Service Desk Analyst

Cai

Full-time

Chemical Manufacturing

About the position

The Bilingual Service Desk Analyst will provide Level 1 technical support to both English and French speaking users, ensuring efficient and accurate service delivery. This role involves receiving requests from associates and vendors, diagnosing technical issues, and providing customer service through various communication channels. The position is full-time and remote, focusing on enhancing customer experience and meeting performance metrics.

Responsibilities

• Provide General IT end-user support including troubleshooting hardware and software issues.
• Utilize excellent customer service skills to exceed customers' expectations.
• Interact with customers via telephone, e-mail, chat, and one-on-one to identify and diagnose technical issues.
• Provide first level support including resetting passwords and troubleshooting hardware and software.
• Properly escalate unresolved issues to the next level of support with strong supporting documentation.
• Follow documented processes to resolve customer issues and ensure proper ticket management.
• Analyze the impact and urgency of customer issues and prioritize appropriately.
• Recommend procedure modifications or improvements to enhance service delivery.
• Drive positive results in Customer Experience through timely responses and professional interaction.
• Demonstrate self-direction in meeting targets for performance metrics.

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
• Fluent 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 2:00 am to 10:00 am EST

Nice-to-haves

• Associate degree preferred in related field.