Bilingual (Portuguse/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 English and Portuguese speaking users. This role involves receiving requests from associates and vendors, delivering technical support, and ensuring excellent customer service through various communication channels including phone, email, and chat. The position is full-time and remote, focusing on resolving technical issues efficiently and accurately while maintaining high customer satisfaction.

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 issues
• 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 Portuguese 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 6:00am - 2:30pm EST

Nice-to-haves

• Associate degree preferred in related field.