First Level Service Desk Agent

Who We Are

KNAPP brings new technology to warehouse automation. The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. With more than 8,000 employees across over 60 locations worldwide, we shape the future‑oriented intralogistics industry and are dedicated to making complexity simple.

The 1st Level Agent assists customers with incident or service requests from beginning to completion. Responsibilities include opening incident tickets, assigning tickets to the 2nd Level Technician, providing language support for non‑English speaking customers, and documenting all interactions. The role requires frequent communication with technicians and suppliers, telephone etiquette, complaint handling, and active listening.

• Translate emails and other correspondence; interpret in conference calls for non‑English speaking customers, using fluent English/Spanish skills.
• Answer support requests from the service desk and process solutions.
• Forward support requests to the appropriate department if the primary cause lies elsewhere.
• Provide service restoration by eliminating the malfunction or providing a workaround.
• Create problem records for troubleshooting through problem management.
• Ensure processing of inquiries and incident reports within the resolution timeframe defined by service agreements.
• Manage escalation via Group Lead if SLAs cannot be met.
• Track the status of open support requests and initiate countermeasures if processing times are too long.
• Provide timely documentation of accident reports.
• Assess incident reports, analyze trends, set measures, and forward 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.

• 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 ticket management ability.
• Great analytical and problem‑solving skills.
• Technical understanding of KNAPP’s technology.
• 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 required at all times.
• Authorization to work in the U.S.
• Passport or ability to obtain a passport.
• Physical requirements may include sitting, squatting, walking, reaching out to arm’s length, reaching over‑head, and reading.

• A new, state‑of‑the‑art office complex in Kennesaw, GA.
• Industry‑competitive compensation.
• Great benefits with employer contributions, including health, dental, vision, life insurance, flexible spending accounts, short & long term disability, and more.
• 401(k) 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.
• 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 or disability status or any other basis protected by law.

Due to the safety‑sensitive nature of this position, strict adherence to KNAPP’s drug‑free workplace policy is required. All candidates will be subject to drug screening in accordance with the policy and will be expected to remain drug‑free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off‑hours.”

Work Hours:

This hybrid position operates on a rotating schedule between 8:00 AM to 4:30 PM and 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.