First Level Service Desk Agent

WHAT YOU GET TO DO

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).

Essential Functions and 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

WHAT YOU HAVE

• 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

Working Conditions and Environment:

• Stand-by shifts on weekends are voluntary
• Overtime as required by work
• Professional office and customer site etiquette is 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 out to arm’s length, reaching over-head, and reading

WHAT YOU WILL GET

• A beautiful new, state-of-the-art, office complex in Kennesaw, GA
• 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

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, 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.”