First Level Service Desk Agent

Overview

First Level Service Desk Agent — Full Time.

Location:

KUS Headquarters, Kennesaw, GA, US.

KNAPP brings new technology to warehouse automation. The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, serving healthcare, fashion/apparel, general retail, food retail, industry and service sectors. KNAPP employs more than 8,000 people across 60 locations worldwide and focuses on making complexity simple through innovative automation and software solutions.

The 1st Level Agent is responsible for assisting customers with incidents or service requests from initial contact to resolution, maintaining effective customer relationships and cross-cultural communication, and documenting all interactions. The agent analyzes issues, opens incident tickets, and may escalate to a 2nd Level Technician, while providing language support for non-English speaking customers.

• Translate emails and other correspondence and interpret in conference calls for non-English speaking customers between the customer and 2nd Level Technician (fluency in English and Spanish preferred).
• Receive and process service desk requests and route them to appropriate teams when necessary.
• Provide service restoration via problem elimination or workaround.
• Create problem records for troubleshooting when the primary cause cannot be eliminated.
• Ensure inquiries and incident reports are processed within defined resolution time frames in line with service agreements.
• Manage escalations via Group Lead if defined SLAs cannot be met.
• Track processing status of open support requests and initiate countermeasures if processing times are too long.
• Document interactions and collect information required for resolution by the 2nd Level Technician; assist with language support as needed.
• Assess incident reports and share relevant information with Group Lead; proactively request customer information as required by the service agreement.
• Check and amend customer documentation; perform small projects as requested by Customer Service; be on call outside regular working hours.

• Bilingual with fluency in English and Spanish.
• 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 and attention to detail; ability to manage tickets.
• Strong analytical and problem-solving abilities.
• Technical understanding and ability to quickly gain knowledge about KNAPP technologies.
• Multitasking skills and ability to work independently.

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

• State-of-the-art office complex in Kennesaw, GA.
• Industry-competitive compensation and benefits package, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability, and more.
• 401(k) with employer match and no vesting.
• Paid vacation and holidays; profit sharing; tuition reimbursement; pet insurance; subsidized food delivery.
• Monthly celebrations, quarterly events, and corporate social responsibility initiatives including recycling, sustainability and volunteering.

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 status, disability status or any other basis protected by law.

Due to the safety-sensitive nature of this position, KNAPP enforces a drug-free workplace policy. All candidates may be subject to drug testing and will be required to stay drug-free during employment. There are no exceptions if recreational or medical marijuana use is permitted at the location of employment or residence.

This hybrid position operates on a rotating schedule between:

• 8:00 AM to 4:30 PM
• 1:30 PM to 9:00 PM
• Shifts rotate within the team. No regular weekend schedule is required, though voluntary overtime and holiday coverage opportunities may occasionally be available.