Service Desk Specialist

2 weeks ago


Irving, Texas, United States Fotona Full time
Job Summary

Fotona is seeking a skilled Service Desk Agent to provide exceptional customer support and technical assistance to our customers in the US. As a key member of our Service Department, you will be responsible for receiving, screening, and responding to customer requests, as well as distributing them to specialized team members.

The ideal candidate will have a strong background in customer technical support or service desk experience, with excellent communication and problem-solving skills. You will work closely with the Service Desk Manager, Field Service Manager, and other internal teams to ensure seamless customer support and service delivery.

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
  • Act as communication liaison between service and other internal departments
  • Diagnose basic laser system issues and track laser demo and training inventory
  • Assist in the service lab with preparing lasers to be shipped and performing preventative maintenance
Requirements
  • At least 1 year of experience in Customer Care, Technical Support, or equivalent
  • Ability to lift and carry up to 50 lbs. and work in a fast-paced environment
  • Associate's, Bachelor's, or Technical Degree preferred, though not required
What We Offer
  • 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


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