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KNAPP North America · 3 months ago

First Level Service Desk Agent

KUS Headquarters, Kennesaw, GA, US

Full-time

Onsite

New Grad, Entry Level

KNAPP North America is a global company specializing in automated solutions for logistics automation. They are seeking a First Level Service Desk Agent responsible for assisting customers with incident or service requests, maintaining effective customer relationships, and performing analysis to resolve issues.

Industrial Automation

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

Customer service skillsBilingual in English/SpanishAnalytical skillsProblem-solving skillsMultitasking skillsInterpersonal skillsCommunication skillsAttention to detailDocumentation skills

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

Physical requirements may include: sitting, squatting, walking, reaching out to arm's length, reaching over-head, and reading

Benefits

Industry competitive compensation

Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!

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