Level 1 support Engineer (L1)

Direct Manager

Customer Service

Report to

PM & Customer Service

Job Description

The role of Level 1 (L1) support engineer is responsible to provide support to our customers (consumers, merchants, etc.) L1 works usually through the call center or as agents on the ground. They are responsible to log all issues and inquires related to the company products and services, also to response and handle these inquires based on their scope.

Job Responsibility

The main job responsibilities are

• Providing support to the customers (consumers, merchants, etc.)
• Answer and response to customers using different channels (phone calls, social media, email, etc.)
• Management and resolve customer complaints.
• Provide product and service information to customers.
• Follow-up customers inquire(s).
• Process orders, forms, and application.
• Log all inquiries and prepare special reports.
• Identify issues and inquiries, escalate to L2 support and supervisors in case required.

Qualification

High school diploma or equivalent.

Experience

+1 years’ experience in call center environment.

Skills

•  Knowledge in computer application.
•  Knowledge of customer service practices and principles.
• Good communication skills.