CAI Is Hiring A Bilingual Service Desk Support Analyst

Join Our Team as a Bilingual Service Desk Support Analyst!

CAI is a global leader in IT and business services, committed to leveraging talent and technology to deliver exceptional results. We value diversity, innovation, and personalized support, making us a standout choice for professionals seeking meaningful work in a dynamic environment. 🚀

About Us

CAI is a worldwide services firm with over 9,000 associates and annual revenue exceeding $1.3 billion. With more than 40 years of experience, we specialize in uniting talent and technology to create remarkable outcomes for our clients and communities. Our dedication to neurodiversity and customized solutions distinguishes us across both public and commercial sectors.

Job Overview

We are actively seeking a customer-focused and bilingual Service Desk Support Analyst to provide Level 1 technical support to English and French-speaking users. This full-time remote role involves assisting users via phone, email, and chat, ensuring seamless IT support and exceptional customer service.

Your Responsibilities

• Deliver IT end-user support with outstanding customer service, aiming to exceed expectations.
• Engage with customers through various channels to accurately diagnose and resolve technical issues.
• Provide first-level support such as password resets and troubleshooting hardware (Laptops, iPads, Desktops, Printers) and software applications.
• Escalate unresolved issues promptly and document all interactions thoroughly.
• Follow established incident resolution processes to ensure consistency and quality.
• Record, categorize, document, and close support tickets accurately and efficiently.
• Assess the impact and urgency of customer issues to prioritize effectively.
• Propose and implement improvements to existing procedures.
• Enhance the customer experience through prompt, professional, and friendly interactions.
• Meet and exceed individual and team performance metrics.
• Continuously stay updated on Service Desk procedures, products, and services.
• Perform additional duties as assigned by Team Lead or Service Delivery Leader.

Qualifications

Requirements:

• 6-12 months of experience in a Service Desk or technical support role.
• 6-12 months of customer service experience.
• High School Diploma or GED.
• Bilingual proficiency in English and French (written and verbal).
• Strong troubleshooting and documentation skills.
• Exceptional customer service and communication abilities.
• Attention to detail with a strong work ethic.
• Effective problem-solving skills and a solution-oriented approach.
• Availability to work weekdays from 2:00 AM to 10:00 AM EST.

Preferred:

• An associate degree in a related field is highly regarded.

Physical Demands

• Ability to perform essential job functions in compliance with ADA and other standards.
• Primarily sedentary work involving minimal physical movement.
• Regular use of computers, including mouse, keyboard, and monitor tasks.

Compensation & Benefits

🌟 The position offers a competitive hourly wage of $18.00 per hour plus a language bonus. Compensation may vary based on location, experience, and education. Benefits include:

• Medical, dental, and vision insurance
• 401(k) retirement plan access
• Potential paid sick leave and other paid time off in accordance with applicable laws