We are looking for an enthusiastic and meticulous Application Support Level 1 team member to join our fast-paced support environment. This role is critical in providing frontline assistance to users, ensuring the smooth operation of our applications and delivery management systems.
Key Responsibilities
Customer & Internal Support
- Handle incoming requests via
- Phone calls from 3CX
- Email ticket from user in Zoho
- Manage Service customer WhatsApp Group Chat
- Xilnex Internal WhatsApp Group Chat
- Live Chat in Zoho
- IM Chat in Zoho
- with efficiency and accuracy.
- Identify and resolve technical issues raised by customers or internal teams within 15 minutes or escalates appropriately if out-of-scope.
- Flag repetitive issues or suspected global incidents to the Incident Management Team for further investigation.
Delivery Management Support