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 processingForward support request to the appropriate department if the primary cause lies in another areaProvide service restoration by elimination of the malfunction or by workaroundCreate problem record for troubleshooting through problem management, if the elimination of the primary cause of the error is not possibleEnsure processing of inquiries and incident reports within the resolution timeframe, considering the targeted or assured service agreementManage escalation via Group Lead if defined SLAs cannot be metHandle ongoing tracking of processing status of open support requests and initiation of countermeasures if processing times are too longProvide timely documentation of accident report, considering the targeted or assured service agreementAssess incident reports, analyse trends set measures, including forwarding of relevant information to Group LeadProactively request Customer information according to service agreementTrain new employeesCheck and amend customer documentationExecute small projects as received from Customer ServiceBe on call outside of regular working hoursWHAT YOU HAVE
Bilingual/Fluency in English and Spanish.Excellent customer service skillsGood interpersonal skills for client interactionCustomer focused with strong communication skills and client facing experienceAbility to follow processes and proceduresStrong documentation skills, attention to detail, and ability to manage ticketsGreat analytical and problem-solving skillsTechnical understanding (ability to quickly get a know-how about KNAPP’s technology)Multitasking skills and ability to work independentlyWorking Conditions and Environment:
Stand-by shifts on weekends are voluntaryOvertime as required by workProfessional office and customer site etiquette is required at all timesAuthorization to work in the U.S.Passport or ability to obtain passportPhysical requirements may include: sitting, squatting, walking, reaching out to arm’s length, reaching over-head, and readingWHAT YOU WILL GET
A beautiful new, state-of-the-art, office complex in Kennesaw, GAIndustry competitive compensationGreat 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 & HolidaysProfit SharingPaid Parental LeaveSubsidized DaycareTuition ReimbursementPet InsuranceSubsidized food deliveryMonthly celebrationsQuarterly employee eventsCorporate Social Responsibility including recycling, sustainability and volunteeringKNAPP 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.”
Read Less