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. We live and breathe automation. We, more than 8,000 employees of the KNAPP Group across over 60 locations worldwide, shaping the future-oriented intralogistics industry, are dedicated to making complexity simple.

One of KNAPP’s primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group’s unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

The 1st Level Agent is responsible for assisting Customer with incident or service requests from the beginning to completion when the issue is solved and documented. The 1st Level Agent is responsible for maintaining effective customer relationships and cross-cultural communication with the users and management.

To help solve the problem, the 1st Level Agent will perform an analysis first, open incident tickets, assign tickets to the 2nd Level Technician, as well as provide language support for non-English speaking customers. Frequent communication with the technicians and suppliers requires communication skills and the ability to analyze the incident and evaluate the impact on the Customer. To apply proper telephone etiquette necessary to satisfy various customer- related situations and critical incidents, this role will require the ability to handle complaints and queries from the customers and staff, answer the phone, and use effective questioning and active listening skills to support successful communication.

The entire interaction between KNAPP and the Customer will be documented by the 1st Level Agent, who will also be responsible to collect all the information necessary for processing the issue by the 2nd Level Technician and help 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, 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

• Bilingual/Fluency in English and Spanish.
• Excellent customer service skills
• Good interpersonal…