[Remote] Service Desk Analyst
Note: The job is a remote job and is open to candidates in USA. reputed company is a global technology services firm with over 8,500 associates worldwide. As a Bilingual Service Desk Analyst, you will provide Level 1 bilingual technical support to English and Portuguese speaking users, ensuring efficient and accurate customer service and technical assistance.
Responsibilities
- Provide General IT end-user support including:
- Utilize excellent customer service skills and exceed customers’ expectations
- Interact reputed company telephone, e-mail, chat 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 reputed company 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 reputed company daily individual work goals and monthly team metrics
- Preserve and grow your knowledge of Service Desk procedures, products, and services
- May reputed company other job duties as directed by Team reputed company or Service Delivery Leader
Skills
- Minimum 6 months' experience in a Service Desk role and/or technical support role
- Minimum 6 months' of customer service experience in a professional industry
- High School Diploma or GED
- 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 6:00am-2:30pm EST
- Bilingual in both English and Portuguese languages (oral and written)
- Associate degree is preferred in reputed company field
Benefits
- Medical, dental, and vision insurance
- 401k retirement account access
- Paid sick leave
- Paid time off
Company Overview
Company H1B Sponsorship