Global Voice Support Specialist - L1

Cogniblaze Digital; United States; Remote; USD 32,000 - 45,000; Full time

Benefits offered by this job

Night shift allowance

Structured training

Career growth

Long-term client engagement

Job summary

Cogniblaze Digital is hiring for a Level 1 Support Executive to be the first contact for international callers. You will listen, document, and log tickets for the Level 2 team, never fixing technical issues directly.

This voice role requires clear communication and strict adherence to escalation and SLA processes. The position offers 24/7 rotational shifts, night shift allowances, and structured training before going live, with a clear growth path into senior L1 or cross-training into technical

Qualifications

• Excellent spoken and written English for international callers.
• Strong active listening to capture complete details.
• Calm, patient, professional phone manner during calls.
• Clear ticket documentation in English.
• Comfortable using ticketing/helpdesk software (training provided).
• Willingness to work in a 24/7 rotational shift environment, including nights and weekends.
• Reliable, punctual and capable in a fast-paced client-facing role.

Responsibilities

• Answer inbound calls from international client users in a courteous manner.
• Listen to issues, ask clarifying questions to capture details.
• Log every call as a support ticket with correct category and priority.
• Elevate urgent issues per escalation process.
• Communicate next steps and timelines to callers.
• Hand over open items at shift end to the next L1 agent.
• Coordinate with Level 2 team for status updates.
• Maintain call quality and adhere to SLAs for response and hand-off.

Skills

Excellent English

Active listening

Professional phone manner

Written English

Ticketing software

Technical curiosity

24/7 shift willingness

Reliability

Tools

Freshdesk

ServiceNow

Zendesk

Jira Service Management

Job description

Cogniblaze Digital is hiring for a Level 1 Support Executive to be the first contact for international callers. You will listen, document, and log tickets for the Level 2 team, never fixing technical issues directly.

This voice role requires clear communication and strict adherence to escalation and SLA processes. The position offers 24/7 rotational shifts, night shift allowances, and structured training before going live, with a clear growth path into senior L1 or cross-training into technical