Application Support Level 1 (Fresh Graduate)

XilnexPenangMalaysia, Penang, Malaysia

30+ days ago

Job description

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.

Responsibilities

Handle incoming requests via phone calls, WhatsApp, WhatsApp Group Chat, email, live chat, and internal channels with efficiency and accuracy.
Identify and resolve technical issues raised by customers or internal teams within 15 minutes or escalate appropriately if out-of-scope.
Flag repetitive issues or suspected global incidents to the Incident Management Team for further investigation.
Delivery Management Support

No Pickup in 10 Minutes : Clone orders to requeue them for faster reassignment.

Order Cancellations / System Failures : Recreate orders in Lalamove when original requests cannot proceed in Delyva.

Idle Riders / Drivers : Proactively contact riders / drivers to confirm order fulfillment. Replace unresponsive personnel promptly.

Hijacked or Stolen Food : Request platform refunds and file necessary incident reports.

Qualifications

Diploma or higher in Information Technology, Computer Science, or a related field.

Fresh graduates are encouraged to apply.

What Sets You Apart (Nice to Have)

Strong verbal communication; speaks clearly and confidently.

Able to speak in Mandarin.

Attentive listener with a thoughtful approach to understanding problems before responding.

Detail-oriented with a high level of accuracy.

Works efficiently under pressure and handles multiple tasks simultaneously.

Quick learner with the ability to absorb and apply new information effectively.

Open to constructive feedback; demonstrates a habit of self-reflection and continuous improvement.

Proactive in seeking help and clarity; shows curiosity and eagerness to grow.

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Application Support • PenangMalaysia, Penang, Malaysia