Bilingual Service Desk Analyst - Japanese

xpatjobs       |    Location:null , null       |    Country:Philippines

Req Number R1562 Employment Type Full time Worksite Flexibility Remote Who We Are 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 rightwhatever 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. Job Summary We are looking for a customer service-oriented Bilingual Japanese/English Service Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner. This position will be full-time and remote. Job Description What You''ll Do You will be responsible for providing service desk support to our customers and applying technical knowledge and customer service skills via phone, email, or chat. The goal is to ensure that customer value is maintained to the standards set forth by the customer. Your responsibilities will include. 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 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 Proficient in Japanese Language 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 Strong troubleshooting and documentation skills High School Diploma or GED Associate degree in a related field. Physical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and Philippines standards. Sedentary work that involves sitting or remaining stationary most of the time with an 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. 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 [HIDDEN TEXT] or (888) 824 8111.