Service Desk Agent (Irving, TX)

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.

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 Track laser demo and training inventory and oversee laser service requests for demo and training units.

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