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Bilingual Service Desk Analyst (Mandarin/English)

Computer Aid, Inc.

This is a Full-time position in Newark, DE posted June 1, 2021.

Job Profile Summary We are looking for a customer service-oriented Service Desk Analyst to provide Level 1 (Service Desk) technical support to both French and Mandarin speaking users in an efficient and accurate manner. A Service Desk Analyst is responsible for providing phone-based help desk support to our customers applying technical knowledge and customer service skills. The goal is to make sure that customer value is maintained to the standards set forth by the customer. This is a 3rd shift position. Duties Responsibilities Provide General IT end-user support including Resetting passwords. Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems. Provide first level contact and convey resolutions to customer issues utilizing a knowledge base. Properly escalate unresolved issues to the next level of support with strong supporting documentation. Keep peers and management informed of trends, significant problems, and unexpected delays. Utilize excellent customer service skills and exceed customers’ expectations Ensure proper recording, documentation, and closure of all records. Recommended procedure modifications or improvements. Preserve and grow your knowledge of Service Desk procedures, products, and services. Qualifications ExperienceEducation Required 0-6+ months’ experience in a Service Desk or technical support role 6+ months of customer service experience in a professional industry High school diploma, additional qualifications a plus Skills Required Must be fluent in both Mandarin and English (written and oral) Must be available to work 1000pm – 600am EST Excellent customer service skills Strong attention to detail and strong communication skills (both written and oral) Excellent work ethic Problem-solving skills Skills Preferred Strong troubleshooting and documentation skills Active Directory Experience Desktop and Laptop hardware support experience Understanding of LANWAN technologies and protocols Competency Statement(s) Solution driven Detail oriented Physical Demands Physical Demands Spends the majority of the day in a stationary position Occasionally needs to move about inside the office to access printers, file cabinets, and other office equipment Work Environment Controlled climate office environment which would include own deskcubicle space. Physical Requirements Operating a computer and communicating over the phone. Amy Ebersole Technical Recruiter Amy.Ebersolecai.io Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities. CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve. Our mission Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities. For more information on our professionals, services, and industries we support, please see our website www.cai.io httpwww.cai.io . If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to or (888) 824 ndash 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 CAIrsquos talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAIrsquos career portal for consideration httpswww.cai.iocareerscareer-portal httpswww.cai.iocareerscareer-portal EEO Statement It is the policy of Computer Aid, Inc. (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.

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