Application Support Level 1 (Fresh Graduate)

Xilnex; Penang; On-site; MYR 20,000 - 30,000; Full time

Job summary

A technology solutions provider in Penang is looking for an enthusiastic Application Support Level 1 team member. This role involves providing frontline assistance to users and ensuring smooth operations. Responsibilities include handling incoming requests, resolving technical issues, and providing delivery management support. Candidates should hold a diploma in IT or Computer Science, with fresh graduates encouraged to apply. Strong communication and attention to detail are important for success in this role.

Qualifications

• Diploma or higher in IT, Computer Science, or related field.
• Fresh graduates encouraged to apply.

Responsibilities

• Handle incoming requests via various communication channels.
• Identify and resolve technical issues promptly.
• Proactively contact riders/drivers for order confirmation.

Skills

Strong verbal communication

Detail-oriented

Ability to speak Mandarin

Quick learner

Education

Diploma or higher in Information Technology or Computer Science

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.