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3rd Shift - Bilingual Service Desk Analyst (Mandarin/English)

Company: CAI
Location: Newark
Posted on: May 27, 2023

Job Description:

CAI is seeking a an entry level Bilingual Service Desk Analyst. This is a remote opportunity for a technical support analyst with exceptional customer service and communication skills.

A Service Desk Analyst is responsible for providing Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. The goal is to make sure that customer value is maintained to the standards set forth by the customer. This is a 3rd shift (EST) remote position.

Duties and Responsibilities

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


Experience/Education - Required

6-12 months experience in a Service Desk or technical support role
6-12 months customer service experience in a professional industry
High school diploma; Associates Degree in related field preferable

Technical Skills - Required

Strong troubleshooting and documentation skills
Active Directory Experience
Desktop and Laptop hardware support experience
Understanding of LAN/WAN technologies and protocols

Other Requirements

Must be fluent in both English and Mandarin (written/oral)
Available to work 10pm - 6am EST
Excellent customer service skills
Strong attention to detail and strong communication skills (both written and oral)
Excellent work ethic
Problem-solving skills
Solution driven
Detail oriented

Work Environment & Physical Requirements

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor
Controlled climate office environment which would include own desk/cubicle space
Operating a computer and communicating over the phone

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Learn how CAI powers the possible at

Reasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.

This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI's Talent Acquisition Team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI's career portal for consideration.

EEO Statement: It is the policy of CAI not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Keywords: CAI, Newark , 3rd Shift - Bilingual Service Desk Analyst (Mandarin/English), Other , Newark, Delaware

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