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

• No ...