Application Support L1

Xilnex Holdings Sdn. Bhd.; Seberang Perai; On-site; MYR 33,000 - 56,000; Full time

Job summary

Xilnex Holdings Sdn. Bhd. is seeking an Application Support Level 1 to join our fast-paced team. You will provide frontline assistance to users, manage delivery and work across 3CX, Zoho, and internal chat tools to ensure smooth operations.

The role requires a Diploma or higher in IT/CS or related field. Fresh graduates are encouraged to apply, with a focus on clear communication, attention to detail, and the ability to work in a rotational shift including weekends and public holidays.

Qualifications

• Diploma or higher in IT, CS, or related field.
• Fresh graduates are encouraged to apply.

Responsibilities

• Handle incoming requests via phone, email, and live chat (Zoho).
• Resolve issues raised by customers or internal teams within 15 minutes or escalate as needed.
• Flag repetitive issues or incidents to the Incident Management Team for investigation.
• Clone orders to requeue them for faster reassignment and recreate orders in systems when needed.

Skills

Verbal communication

Attention to detail

Multi-tasking

Fast learner

Proactive in clarification

Education

Diploma or higher in IT/CS or related

Tools

Zoho

3CX

Lalamove

Delyva

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.

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 escal…
• 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.

Work Arrangement

• This role operates on a rotational shift basis, including weekends and public holidays, to support our business and customer needs.
• Shift schedules will be planned in advance and aligned with team coverage requirements.

What Sets You Apart (Nice to Have)

• Strong verbal communication; speaks clearly and confidently.
• 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.
• Comfortable working on a rotational shift schedule, including weekends, in a fast-paced support environment.