Service Desk Agent - (Irving, TX)

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 for the Service Department, providing support to 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, and 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 success.   

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 a communication liaison between the Service Department and other internal departments
• Track laser demo and training inventory and oversee laser service requests for demo and training units.

Skills and Abilities:

• Aptitude with electronics and technology, 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.
• 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 20 lbs occasionally, ability to lift and carry up to 50 lbs. rarely, 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 equivalent required.

Compensation:

• 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.
• Opportunity to develop and grow a career within a fast-growing and industry-leading company.

*Fotona is proud to be an equal opportunity employer.
*We celebrate diversity and are committed to fostering an inclusive environment for all employees.