Service Desk Agent (Irving, TX)
26 days ago
Irving
Job Description Fotona is one of the world’s fastest-growing leaders in aesthetic, medical, and dental laser innovation. With 50+ years of engineering excellence and more than 30,000 systems installed globally, we’re known for breakthrough results, unmatched reliability, and unwavering customer commitment. Our legacy is strong, our technology is exceptional and we’re just getting started. 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. They will enter, update, and track service tickets to ensure timely resolution and closure. The 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 experience in customer technical support or service desk experience. This role requires a strong combination of exceptional customer service, team collaboration, and a dedication to succeed. 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, • Aptitude with technology and electronics, curiosity about new products and approaches, and a desire to understand how things work., • Excellent verbal and written communication skills, with 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., • 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., • Competitive pay based on experience., • Comprehensive benefits package including Medical, Dental, FSA/HSA/HRA Options, Vision, Life, AD&D, LTD, STD, and 401(k) with company match. Powered by JazzHR 0A29wQhTo6