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Service Desk Agent

2 months ago

Irving, United States Fotona Full time

Globally recognized for exceptional product performance and versatility, Fotona develops award-winning aesthetic, medical, and dental lasers. With over 50 years of laser expertise and industry leadership, Fotona has sold over 30,000 lasers worldwide with distribution in over 60 countries. Fotona's reputation for excellence is earned from its dedication to R&D, unparalleled quality, reliability, ease of use, and durability.

Fotona is seeking a Service Desk Agent to join our team based at our US headquarters in Irving, Texas. The Service Desk Agent will be a key team player of the Service Department providing support for our customers around the US.

The Service Desk Agent will receive, screen, respond to, and distribute customer requests to specialized team members, and enter, update, and track service tickets to close. The Service Desk Agent will work closely with the Service Desk Manager, Field Service Manager, members of both the Service Desk team and Field Service team, as well as other internal teams. Ideal candidates will have customer technical support or service desk experience.

This person will succeed in the role by employing a strong combination of exceptional customer service, team collaboration, and dedication.

Key Responsibilities:

  • Provide timely and effective customer support and communications
  • Manage customer service ticket database and records
  • Provide Level 1 support to customers and strive to close tickets without escalation (training available)
  • Act as communication liaison between service and other internal departments
  • Diagnose basic laser system issues (training available)
  • Track laser demo and training inventory and oversee laser service requests for demo and training units.
  • Assist in the service lab with preparing lasers to be shipped (training available)
  • Assist in the service lab with preventative maintenance for laser systems (training available)
Skills and Abilities:
  • Aptitude with technology and electronics, curiosity about new products and approaches, and a get-to-know-how-it-works attitude.
  • Excellent verbal and written communication skills and the ability to interact effectively with customers and technical personnel.
  • Strong problem-solving skills and a knack for troubleshooting.
  • Self-motivated, proactive approach, and ability to work well with little direct supervision.
  • Thrives under pressure and can manage time efficiently.
  • Attention to detail, highly organized, with a focus on the quality of results.
  • Flexible, with the ability to multitask.
  • Ability to work independently as well as in a team environment.
Requirements:
  • At least 1 year of experience in Customer Care, Technical Support, or equivalent.
  • Ability to lift and carry up to 50 lbs., ability to lift and carry over 50 lbs. occasionally, ability to push/pull very heavy equipment on wheels/casters occasionally.
  • Ability to stand, lift, push/pull, bend, squat, stretch, reach, twist/turn, walk, and reach throughout the day, ability to work at a computer and sit for extended periods.
  • Associate's, Bachelor's, or Technical Degree preferred, though not required. High school diploma or minimum required.
Compensation:
  • Competitive pay based on experience.
  • Excellent benefits package including Medical, Dental, Vision, and Life Insurance.
  • 401(k) with matching.
  • Opportunity to develop and grow a career within a fast-growing and industry-leading company.

*Fotona is an equal-opportunity employer.