KNAPP · 3 months ago
First Level Service Desk Agent
Kennesaw, GA
Full-time
Onsite
New Grad, Entry LevelKNAPP is a global leader in logistics automation, specializing in intelligent solutions for digitizing and automating supply chains. They are seeking a First Level Service Desk Agent responsible for assisting customers with incident or service requests, maintaining customer relationships, and providing language support for non-English speaking clients.
LogisticsSupply Chain ManagementWarehouse AutomationWarehousing
Responsibilities
Translate emails and other correspondence, interpret in conference calls for non-English speaking customers, between Customer and 2nd Level Technician (fluent English/Spanish skills)
Answer support requests from the service desk and solution-oriented processing
Forward support request to the appropriate department if the primary cause lies in another area
Provide service restoration by elimination of the malfunction or by workaround
Create problem record for troubleshooting through problem management, if the elimination of the primary cause of the error is not possible
Ensure processing of inquiries and incident reports within the resolution timeframe, considering the targeted or assured service agreement
Manage escalation via Group Lead if defined SLAs cannot be met
Handle ongoing tracking of processing status of open support requests and initiation of countermeasures if processing times are too long
Provide timely documentation of accident report, considering the targeted or assured service agreement
Assess incident reports, analyse trends set measures, including forwarding of relevant information to Group Lead
Proactively request Customer information according to service agreement
Train new employees
Check and amend customer documentation
Execute small projects as received from Customer Service
Be on call outside of regular working hours
Qualification
Required
Bilingual/Fluency in English and Spanish
Excellent customer service skills
Good interpersonal skills for client interaction
Customer focused with strong communication skills and client facing experience
Ability to follow processes and procedures
Strong documentation skills, attention to detail, and ability to manage tickets
Great analytical and problem-solving skills
Technical understanding (ability to quickly get a know-how about KNAPP's technology)
Multitasking skills and ability to work independently
Authorization to work in the U.S
Passport or ability to obtain passport
Benefits
Health, dental, vision, life insurance
Flexible Spending Accounts
Short & Long Term Disability
401k with a very generous employer match and no vesting
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering
Company
KNAPP
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Founded in 1952
5001-10000 employees
H1B Sponsorship
KNAPP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (15)
2024 (4)
2023 (7)
2022 (5)
2021 (4)
2020 (3)
Funding
Current Stage
Late StageRecent News
Global Cosmetics News
2025-10-31
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