[Remote] Bilingual (French/English) Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. CAI is a global services firm with over 9,000 associates worldwide. They are seeking a Bilingual Service Desk Analyst to provide Level 1 technical support to both English and French speaking users, ensuring efficient and accurate service through various communication channels.ResponsibilitiesProvide General IT end-user supportUtilize excellent customer service skills and exceed customers’ expectationsInteract via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problemsProvide 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” questionsProperly escalate unresolved issues to the next level of support with strong supporting documentationFollowing documented processes to resolve customer issuesEnsure proper recording, categorization, documentation, and closure of all ticketsAnalyze the impact and urgency of customer’s issues and prioritize appropriatelyRecommend procedure modifications or improvementsDrive positive results in Customer Experience through timely responses and professional interactionDemonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metricsPreserve and grow your knowledge of Service Desk procedures, products, and servicesMay perform other job duties as directed by Team Lead or Service Delivery LeaderSkillsMinimum 6 months' experience in a Service Desk role and/or technical support roleMinimum 6 months' of customer service experience in a professional industryHigh School Diploma or GEDBilingual in English and French languages (both written and oral)Strong troubleshooting and documentation skillsExcellent customer service skillsStrong attention to detail and strong communication skills (both written and oral)Excellent work ethicProblem-solving skillsSolution drivenAbility to work weekdays from 2:00am – 12:00pm ESTAssociate degree preferred in related fieldBenefitsBenefit packages include medical, dental, and vision insurance, as well as 401k retirement account access.Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.Company OverviewCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. It was founded in 1981, and is headquartered in Allentown, Pennsylvania, USA, with a workforce of 5001-10000 employees. Its website is http://www.compaid.com.Company H1B SponsorshipCAI has a track record of offering H1B sponsorships, with 7 in 2026, 24 in 2025, 28 in 2024, 24 in 2023, 30 in 2022, 41 in 2021, 48 in 2020. Please note that this does not guarantee sponsorship for this specific role.