Service Desk Agent

KNAPP North America

1st Level Service Desk Agent assisting with customer service requests at KNAPP, a global provider of automation solutions. Responsible for maintaining effective customer relations and handling incident tickets in English and Spanish.

Posted 7/16/2026full-timeKennesaw • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong bilingual communication skills in English and Spanish, with a focus on customer service and effective problem-solving. Capable of managing incident tickets and maintaining detailed documentation while fostering positive customer relationships.

Highest-signal resume keywords

Bilingual Fluency In English And SpanishCustomer Service SkillsStrong Documentation SkillsAnalytical And Problem-Solving SkillsTechnical Understanding Of KNAPP's Technology

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Interpersonal SkillsAttention To DetailMultitasking SkillsClient Facing Experience

Certifications & Qualifications

Authorization To Work In The U.S.Passport Or Ability To Obtain Passport

Industry Keywords

Incident ManagementService RequestsCross-Cultural CommunicationProblem ManagementTrend Analysis

About the role

Key responsibilities & impact

Assisting Customer with incident or service requests from beginning to completion.
Maintaining effective customer relationships and cross-cultural communication.
Performing analysis, opening incident tickets, and assigning tickets to the 2nd Level Technician.
Providing language support for non-English speaking customers.
Documenting all interactions between KNAPP and the Customer.
Creating problem record for troubleshooting through problem management.
Assessing incident reports and analyzing trends.

Requirements

What you’ll need

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
Authorization to work in the U.S.
Passport or ability to obtain passport

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Life insurance
Flexible Spending Accounts
Short & Long Term Disability
401k with employer match
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events