Bilingual 1st Level IT Service Desk Agent

RXinsider LTD.; Kennesaw (GA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401k with employer match

Paid vacation

Profit sharing

Parental leave

Tuition reimbursement

Pet insurance

Flexible Spending Accounts

Disability insurance

Subsidized daycare

Food delivery benefits

Monthly celebrations

Quarterly employee events

Job summary

KNAPP Group in the United States is seeking a 1st Level Agent to assist customers with incidents or service requests from start to finish, ensuring issues are solved and documented. You will maintain cross-cultural communication with users and management, translating where needed and escalating to the 2nd Level Technician as necessary.

Key responsibilities include language support, ticket creation and handoff, and keeping all interactions documented.

Qualifications

• Bilingual English and Spanish required.
• Excellent customer service skills.
• Ability to manage and document support tickets.
• Strong communication and client-facing experience.

Responsibilities

• Translate emails and interpret for non-English speaking customers.
• Answer support requests from the service desk.
• Forward requests to appropriate departments.
• Provide service restoration and workaround.
• Document interactions and collect information for the 2nd Level Technician.
• On‑call outside of regular hours.

Skills

Bilingual English/Spanish

Customer service

Interpersonal skills

Communication skills

Ticket management

Job description

KNAPP Group in the United States is seeking a 1st Level Agent to assist customers with incidents or service requests from start to finish, ensuring issues are solved and documented. You will maintain cross-cultural communication with users and management, translating where needed and escalating to the 2nd Level Technician as necessary.

Key responsibilities include language support, ticket creation and handoff, and keeping all interactions documented.