L1 Support Executive

About the Role

We're hiring Level 1 Support Executives to be the first point of contact for our international client, a South Africabased technology company. This is a voice process role — you'll handle inbound calls from client-side users, understand the issue they're facing, capture accurate details, and log a support ticket for our Level 2 technical team to resolve. You are not expected to fix technical issues yourself — your job is to listen carefully, ask the right questions, document clearly, and make sure nothing falls through the cracks.

This role is critical to client experience: you're often the only human voice the caller speaks to, so how you sound, how clearly you communicate, and how well you capture the problem directly affects how fast it gets solved.

Key Responsibilities

• Answer inbound calls from international (South Africa-based) client users in a professional, courteous, and reassuring manner
• Actively listen to the caller's issue and ask clarifying questions to capture complete, accurate details (what happened, when, impact, urgency)
• Log every call as a support ticket in the ticketing system with the correct category and priority
• Recognize potentially critical/urgent issues and escalate them immediately per the defined escalation process, rather than letting them sit in the regular queue
• Communicate next steps and expected timelines clearly to the caller before ending the call
• Hand over open items clearly and completely at the end of each shift to the incoming L1 agent
• Coordinate with the Level 2 technical team for status updates so callers can be followed up with accurately
• Maintain call quality, tone, and communication standards consistent with a professional international support desk
• Meet defined SLAs for call answer time, ticket logging accuracy, and hand-off turnaround

Required Skills

• Excellent spoken and verbal English communication skills — This is the single most important requirement for this role. You must be clearly understood by an international (South African English-speaking) caller and be able to explain things back to them just as clearly.
• Strong active listening skills — able to draw out the full picture from a caller who may be stressed, unclear, or non-technical
• Calm, patient, and professional phone manner, even when a caller is frustrated
• Good written English for accurate, clear ticket documentation
• Comfortable learning and using ticketing/helpdesk software (training provided)
• Basic technical curiosity/aptitude — you don't need to be technical, but you should be comfortable asking technical-sounding questions and not intimidated by jargon
• Willingness and ability to work in a 24/7 rotational shift environment, including night shifts and weekends
• Reliable, punctual, and comfortable working in a fast-paced, client-facing environment

Good to Have

• Prior experience in an international voice process, BPO, or technical helpdesk/service desk role
• Exposure to ticketing tools such as Freshdesk, ServiceNow, Zendesk, or Jira Service Management
• Neutral accent or prior international-voice-process training

What We Offer

• Competitive salary, in line with industry standards for international voice process roles
• Night shift allowance for applicable shifts
• Structured training on client systems, tools, and communication standards before going live
• Clear growth path into senior L1, team lead, or cross-training into technical support tracks
• Stable, long-term client engagement (not a short-term campaign)

Shift Details

• 24/7 operations across 3 rotational shifts: Morning (06:00–14:00 IST), Evening (14:00–22:00 IST), Night (22:00–06:00 IST)
• 5 working days/week with 2 rotational days off (may include weekdays, not always Saturday–Sunday)
• Shift roster shared in advance; night shift compensation applicable

Interested candidates with strong English communication skills — freshers and experienced both encouraged to apply — can share their updated resume.