First Level Service Desk Agent

Overview

Join to apply for the First Level Service Desk Agent role at KNAPP North America
.

We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B and B2C customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future.

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What You Get To Do and What You Have, in combination with Responsibilities and Qualifications, define the role. The description below consolidates responsibilities, qualifications, and preferred work expectations for the position.

• The 1st Level Agent is responsible for assisting customers with incident or service requests from beginning to completion when the issue is solved and documented, maintaining effective customer relationships and cross-cultural communication with users and management.
• Perform analysis, open incident tickets, and assign tickets to the 2nd Level Technician. Provide language support for non-English speaking customers. Communicate with technicians and suppliers to resolve incidents and evaluate impact on the customer.
• Demonstrate telephone etiquette, handle complaints and queries, answer the phone, and use effective questioning and active listening skills.
• Document all interactions and collect information necessary for processing the issue by the 2nd Level Technician. Assist with language support if required (interpreting in bridge calls, translation of correspondence).
• Translate emails and other correspondence, interpret in conference calls for non-English speaking customers (fluent English/Spanish skills).
• Provide service restoration by eliminating the malfunction or by providing a workaround; create problem records if needed.
• Ensure processing of inquiries and incident reports within resolution time frames and manage escalations if SLAs cannot be met.
• Track processing status of open requests and initiate countermeasures if processing times are too long.
• Proactively request customer information according to service agreements and train new employees as needed.
• Check and amend customer documentation and execute small projects from Customer Service.
• Be on call outside of regular working hours.

• Bilingual/Fluency in English and Spanish.
• Excellent customer service skills and strong interpersonal abilities for client interaction.
• Customer-focused with solid communication skills and client-facing experience.
• Ability to follow processes and procedures, strong documentation skills, attention to detail, and ability to manage tickets.
• Strong analytical and problem-solving skills; technical understanding of KNAPP’s technology.
• Multitasking abilities and capacity to work independently.

• Stand-by shifts on weekends are voluntary; overtime as required by work.
• Professional office and customer site etiquette required at all times.
• Authorization to work in the U.S.; passport or ability to obtain passport.
• Physical requirements may include sitting, squatting, walking, reaching, and reading.

• A modern office complex in Kennesaw, GA; industry-competitive compensation.
• Great benefits with substantial employer contributions (health, dental, vision, life insurance, FSA, short & long term disability, and more).
• 401k with a generous employer match and no vesting.
• Paid vacation and holidays, profit sharing, paid parental leave, subsidized daycare, tuition reimbursement, pet insurance, subsidized food delivery, monthly celebrations, quarterly employee events, and CSR initiatives.

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law. Due to the safety-sensitive nature of this position, KNAPP maintains a drug-free workplace policy.

All candidates will be subject to drug screening in accordance with the policy and are expected to remain drug-free during employment.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries:
  Automation Machinery Manufacturing

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