AMS L1 Support

Tap Growth ai; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Tap Growth ai is hiring an entry-level IT support professional to be the first contact for client issues in SAP Accounts Payable automation and IBP Finance processes. You’ll log, assess, and resolve L1 cases, escalate with guidance, and coordinate with teams across time zones.

The role emphasizes learning SAP concepts, product knowledge, and AMS processes. You will train on the IntelliDocx product, communicate clearly by phone and email, and grow into handling more complex issues with support

Qualifications

• Bachelor's degree in IT, Computer Science, Accounting or related field
• 0–1 year of IT/support experience
• Excellent spoken and written English, professional on calls and emails
• Good working knowledge of Microsoft Office, especially Excel
• Willing to work night shift 10:00 PM – 6:00 AM PHT (permanent or rotation)
• Eager to learn new technology and the IntelliDocx product quickly
• Organised, reliable and calm when handling multiple issues

Responsibilities

• L1: monitor support mailbox and ticket queue, log incidents and meet SLA
• L1: join client calls to understand issues and capture steps
• L1: resolve known issues using knowledge base and procedures
• L1: keep clients updated by email until closure
• L2: analyze issues in SAP AP automation flow and data extraction
• L2: reproduce problems, check logs and identify root cause with seniors
• L2: escalate complex defects to L3/product team with details
• Coordinate handovers and maintain simple SLA reports in Excel
• Contribute to knowledge base by documenting new issues and fixes

Skills

English fluency

Excel

Organised

Night shift readiness

Willing to learn

Education

Bachelor's degree in IT/CS/Accounting or related field

Tools

ServiceNow

Jira

Freshdesk

Job description

About the role

You will be the first point of contact for our clients when they raise issues with the client solution for SAP Accounts Payable (AP) automation and IBP Finance processes and Content Management solutions. You will log and assess each issue, resolve L1 cases, work on L2 cases with guidance, and coordinate with senior team members when escalation is needed.

This is an entry-level role built for learning. We will train you on SAP AP concepts, the client product and our AMS (Application Management Services) processes. What we need from you is strong English, a clear head on the phone and on email, and a real willingness to learn new technology.

Key responsibilities

L1 support

• Monitor the support mailbox and ticketing queue; acknowledge and log every incident within the agreed SLA
• Join calls with client users to understand the issue, capture screenshots and steps, and complete the initial assessment
• Resolve known issues using the knowledge base and standard procedures (e.g., invoice capture errors, document status checks, user access questions)
• Keep clients updated by email with clear, professional status messages until closure

L2 support (with guidance)

• Analyse issues in the client AP automation flow — invoice intake, data extraction, validation and posting to SAP
• Reproduce problems, check logs and document status, and identify root cause with senior team members
• Escalate complex or product defects to the L3 / product team with complete details

Coordination and reporting

• Hand over open cases to the day-shift team with clear notes at the end of each shift
• Coordinate with team members across time zones by Teams, email and calls
• Maintain ticket trackers and simple SLA reports in Microsoft Excel
• Contribute to the knowledge base by documenting new issues and their fixes

Qualifications

Must have

• Bachelor's degree in IT, Computer Science, Accounting, Finance or a related field (fresh graduates welcome)
• 0–1 year of experience in IT support, technical support, BPO or a similar role
• Excellent spoken and written English, confident on client calls and in professional emails
• Good working knowledge of Microsoft Office, especially Excel (filters, sorting, basic formulas, simple pivot tables)
• Willing to work the night shift permanently or rotation wise , 10:00 PM – 6:00 AM PHT
• Eager to learn new technology and the IntelliDocx product quickly
• Organised, reliable and calm when handling several issues at once

Nice to have

• Basic understanding of the Accounts Payable process (invoice to payment)
• Exposure to SAP (any module) or ERP systems
• Familiarity with ticketing tools such as ServiceNow, Jira or Freshdesk
• Interest in document automation, OCR or AI tools