Multi-Side Control Center (MSCC ) Agent

Knapp Inc•Kennesaw, GA

7d•Hybrid

About The Position

The task of a Multi Side Control Center Agent (MSCC Agent) is to make sure Customer sides are monitored properly, potential Incidents are tracked and worked on and ensure a long-term solution will be provided. They are the main point of contact from Service Desk on route cause analysis for all Service desk Tickets. An MSCC Agent also handles all matters to the logistic operations and its machinery such as Incident, Problem and Change Management. The role of an MSCC Agent therefore combines technical and administrative responsibilities. Another function is the coordination between KNAPP and its customers to finetune their operations. They work as part of a team for KNAPP customers and interact with computer systems, software, engineers and end users to increase stability, efficiency and establish best practices.

Requirements

Have a Bachelor’s Degree in Business and/or Logistics (preferred) or related field, or equivalent experience.
An understanding of warehouse operations and supply chain management.
3-5 years related experience in warehousing, high volume manufacturing, distribution, production planning and/or transportation environment.
Working Knowledge of Linux, Java, Oracle and SQL.
Knowledge of warehouse management systems and warehouse control systems.
An engineering industry background complimented by recognized experience.
Operational experience within and automated distribution facility
Strong skills in report development
ITIL Foundation
Excellent verbal and written communication skills
Self-motivated and a proactive approach to problem solving
Proven organisational skills
Customer focused
Strong interpersonal skills
Team orientated
Able to lead and motivate others & able to work autonomously with a minimum of supervision
Authorization to work in the U.S.
Passport or ability to obtain passport
Professional office etiquette is required at all times

Responsibilities

Supporting of root cause analysis and incident resolution on all P1/P2 Tickets.
Providing frequent technical updates per mail or in a bridge call to KNAPP customers during an ongoing escalation.
Actively monitoring customer sites and proactively resolving potential Incidents.
Support our customer on all technical and operational matters and questions.
Work with KNAPP subsidiaries and subject matter experts to ensure an efficient communication and problem resolution.
Coordinate and ensure a proper documentation of root cause analysis and incident resolution.

Benefits

2 remote days per week when in office
Half day Fridays when in office
A beautiful new, state-of-the-art, office complex in Kennesaw, GA
Industry competitive compensation
Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
401k with a very generous employer match and no vesting!
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering