The 1st Level Agent is responsible for assisting Customer with incident or service requests from the beginning to completion when the issue is solved and documented. The 1st Level Agent is responsible for maintaining effective customer relationships and cross-cultural communication with the users and management. To help solve the problem, the 1st Level Agent will perform an analysis first, open incident tickets, assign tickets to the 2nd Level Technician, as well as provide language support for non-English speaking customers. Frequent communication with the technicians and suppliers requires communication skills and the ability to analyze the incident and evaluate the impact on the Customer. To apply proper telephone etiquette necessary to satisfy various customer- related situations and critical incidents, this role will require the ability to handle complaints and queries from the customers and staff, answer the phone, and use effective questioning and active listening skills to support successful communication. The entire interaction between KNAPP and the Customer will be documented by the 1st Level Agent, who will also be responsible to collect all the information necessary for processing the issue by the 2nd Level Technician and help with language support if required (interpreting in bridge calls, translation of correspondence).