First Level Service Desk Agent

KNAPP; Kennesaw (GA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health benefits

401k with company match

Paid vacation & holidays

Tuition reimbursement

Pet insurance

Job summary

KNAPP is seeking a First Level Service Desk Agent in Kennesaw, GA. This full-time role supports customers, translates and interprets for non-English speakers, and coordinates with 2nd level technicians to resolve incidents.

Strong communication, documentation, and problem-solving skills are essential. You will handle inquiries, maintain records, and ensure timely incident processing while providing professional office and customer-site etiquette.

Qualifications

• Bilingual English/Spanish required.
• Strong customer service and communication skills.
• Ability to follow processes and document tickets.
• Technical understanding of KNAPP technology.
• Ability to work independently and multitask.

Responsibilities

• Translate emails and interpret in conference calls for non-English speaking customers.
• Receive, categorize, and escalate service requests from the service desk.
• Forward requests to appropriate departments when needed.
• Provide service restoration through troubleshooting or workarounds.
• Create problem records for troubleshooting when the root cause is unknown.
• Ensure inquiries and incident reports are processed within SLA.

Skills

Bilingual (English/Spanish)

Customer service

Interpersonal skills

Process adherence

Documentation

Analytical thinking

Technical understanding

Multitasking

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

First Level Service Desk Agent

Full Time Customer Service Kennesaw, GA, US

2 days ago Requisition ID: 2090

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).

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).
• Answersupportrequests fromtheservicedeskandsolution-orientedprocessing
• Forwardsupport request totheappropriatedepartmentiftheprimary causeliesinanother area
• Provideservice restorationbyelimination ofthemalfunctionorbyworkaround
• Createproblemrecordfortroubleshootingthroughproblemmanagement,iftheelimination of the primary cause of the error is not possible
• Ensureprocessingofinquiriesandincidentreportswithintheresolutiontimeframe,considering the targeted or assured service agreement
• ManageescalationviaGroupLeadifdefinedSLAscannotbemet
• Handle ongoing trackingof processing status of open support requests and initiation ofcountermeasures if processing times are too long
• Provide timely documentation of accident report, considering the targeted or assured service agreement
• Assessincidentreports,analysetrendssetmeasures,includingforwardingofrelevant information to Group Lead
• ProactivelyrequestCustomerinformationaccordingtoserviceagreement
• Checkandamendcustomerdocumentation
• Executesmallprojectsas receivedfromCustomerService
• Be on call outside of regular working hours

WHAT YOU HAVE

• Bilingual/Fluency in English and Spanish.
• Goodinterpersonalskillsforclientinteraction
• Customerfocusedwithstrongcommunicationskillsandclientfacing experience
• Abilitytofollowprocessesandprocedures
• Strongdocumentationskills,attentiontodetail,andabilitytomanagetickets
• Greatanalyticalandproblem-solvingskills
• Technicalunderstanding (abilitytoquicklygetaknow-howaboutKNAPP’stechnology)
• Multitaskingskillsandabilitytoworkindependently

Working Conditions and Environment:

• Stand-by shifts on weekends are voluntary
• Overtime as required by work
• Professionalofficeandcustomersiteetiquetteisrequiredatalltimes
• AuthorizationtoworkintheU.S.
• Passportorabilitytoobtainpassport
• 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
• 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.”

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.

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).
• Answersupportrequests fromtheservicedeskandsolution-orientedprocessing
• Forwardsupport request totheappropriatedepartmentiftheprimary causeliesinanother area
• Provideservice restorationbyelimination ofthemalfunctionorbyworkaround
• Createproblemrecordfortroubleshootingthroughproblemmanagement,iftheelimination of the primary cause of the error is not possible
• Ensureprocessingofinquiriesandincidentreportswithintheresolutiontimeframe,considering the targeted or assured service agreement
• ManageescalationviaGroupLeadifdefinedSLAscannotbemet
• Handle ongoing trackingof processing status of open support requests and initiation ofcountermeasures if processing times are too long
• Provide timely documentation of accident report, considering the targeted or assured service agreement
• Assessincidentreports,analysetrendssetmeasures,includingforwardingofrelevant information to Group Lead
• ProactivelyrequestCustomerinformationaccordingtoserviceagreement
• Trainnewemployees
• Checkandamendcustomerdocumentation
• Executesmallprojectsas receivedfromCustomerService
• Be on call outside of regular working hours

WHAT YOU HAVE

• Bilingual/Fluency in English and Spanish.
• Excellentcustomerserviceskills
• Goodinterpersonalskillsforclientinteraction
• Customerfocusedwithstrongcommunicationskillsandclientfacing experience
• Abilitytofollowprocessesandprocedures
• Strongdocumentationskills,attentiontodetail,andabilitytomanagetickets
• Greatanalyticalandproblem-solvingskills
• Technicalunderstanding (abilitytoquicklygetaknow-howaboutKNAPP’stechnology)
• Multitaskingskillsandabilitytoworkindependently

Working Conditions and Environment:

• Stand-by shifts on weekends are voluntary
• Overtime as required by work
• Professionalofficeandcustomersiteetiquetteisrequiredatalltimes
• AuthorizationtoworkintheU.S.
• Passportorabilitytoobtainpassport
• 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.”

Work Hours 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.