Xilnex Holdings Sdn. Bhd. Hiring! Full Time Application Support L1 in Pulau Pinang - Ricebowl

Salary range: RM2,800 - RM4,000

Job Overview:

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 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.

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.