3rd Shift Bilingual (German/English) Service Desk Analyst

3rd Shift Bilingual (German/English) Service Desk Analyst at CAI in Boise, Idaho, United States Job Description Job ID Number R3672 Employment Type Full time Worksite Flexibility Remote Job Summary As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests. Job Description We are looking for a customer service-oriented Service Desk Analyst to provide bilingual Level 1 technical support to both German and English speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full-time and remote and 3rd shift . What You'll Do + Provide General IT end-user support including: + 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 What You'll Need Required: + Fluent in German and English languages + Ability to work weekdays 7:00pm - 3:00am EST + 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 + Strong troubleshooting and documentation skills + Excellent customer service To view full details and how to apply, please login or create a Job Seeker account