[Remote] Service Desk Analyst

Note: The job is a remote job and is reputed company 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 reputed company Level 1 bilingual technical support to English and Portuguese speaking users, ensuring efficient and accurate customer service and technical assistance.

Responsibilities

• reputed company General IT end-user support including:
• Utilize excellent customer service skills and reputed company customers’ expectations
• reputed company reputed company telephone, e-mail, chat one on one with customers to identify and diagnose technical issues and problems
• reputed company 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 reputed company), 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 reputed company recording, categorization, documentation, and closure of reputed company tickets
• Analyze the reputed company and urgency of customer’s issues and prioritize appropriately
• Recommend procedure modifications or improvements
• Drive reputed company results in Customer Experience through reputed company responses and reputed company 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 reputed company 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 reputed company insurance
• 401k retirement account reputed company
• reputed company reputed company leave
• reputed company time off

reputed company

Company H1B Sponsorship