Application/ Customer Support Associate - Immediate Hiring

Responsibilities:

• Provide L1 technical support for web-based and in-house applications on a 24/7 rotational shift basis.
• Support customers directly via chat, ensuring clear, professional, and timely responses.
• Log, track, and update incidents in the internal ticketing system for troubleshooting records and escalation purposes.
• Troubleshoot and resolve application issues promptly, prioritizing based on severity, business impact, and urgency.
• Monitor system operations, perform initial diagnostics, and escalate unresolved cases to L2/L3 support teams when required.
• Conduct routine system health checks and proactive monitoring to identify and mitigate potential issues early.
• Document troubleshooting procedures and contribute to the knowledge base for future reference.
• Collaborate with cross-functional teams to improve application performance, streamline workflows, and enhance service quality.
• Provide feedback on recurring technical issues to support preventive measures and long-term stability.

Requirements:

• Candidate must possess at least a Certificate/ Diploma or equivalent qualification.
• At least 1 year of working experience in IT support or related field.
• Preferably Junior Executive specializing in IT/Computer Network/System/Database Administration or equivalent.
• ITIL or professional certification is an added advantage.
• Basic IT /technology knowledge.
• Computer literate (MS Office).
• Strong problem-solving and analytical skills with attention to detail.
• Flexibility to work on 24/7 rotating shifts  (3 rotational shift basis), including midnight shift, weekends and public holidays.
• Proficiency in Mandarin and English is required to effectively communicate with our Mandarin-speaking clients from China.