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1st Level Support Agent
Comply3651st Level Support Agent managing customer inquiries across Safety, Training, and Content products at Comply365 in Bangkok. Collaborating with teams to ensure effective issue resolution and customer satisfaction.
About the role
Key responsibilities & impact- Serve as the first point of contact for all customer inquiries across Safety, Training, and Content products
- Manage and own structured ticket intake, triage, and prioritisation through Jira Service Management
- Ensure all tickets are accurately classified, fully documented, and aligned with defined SLA requirements from initial creation
- Resolve known and recurring issues efficiently using approved documentation, standard procedures, and internal knowledge resources
- Deliver clear, professional, and customer-focused communication throughout the full Level 1 support lifecycle
- Facilitate high-quality escalations by providing advanced support teams with complete, accurate, and actionable case information
- Identify Severity 1 and 2 incidents promptly and activate appropriate escalation or emergency response procedures
- Monitor SLA response and resolution targets proactively to prevent service breaches
- Contribute to a seamless, consistent, and high-quality global Customer Support experience across all product lines
- Recognise recurring issues and trends, and actively support continuous improvement of processes, documentation, and product quality
Requirements
What you’ll need- You have excellent English speaking, reading and writing skills (ref: TOEIC > 700 or similar)
- Your are flexible and available to work Thursday through Monday, including Saturday & Sunday
- You are used to work in a focused, precise, and structured way
- You work reliably and solution-oriented
- Working independently is as much your thing as being part of a team
- You have a Thai citizenship or a valid work permit for Thailand
Benefits
Comp & perks- A permanent employment contract with a competitive salary and a wide range of social benefits, including Provident Fund and Health Group insurance package
- Possibility of working from home
- We promote personal growth, value every individual and encourage own initiatives
- Above-average vacation days
- An inclusive and collaborative work environment
- Team events
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ticket intaketriageprioritisationSLA managementissue resolutiondocumentationescalation proceduresincident identificationcustomer supportcontinuous improvement
Soft Skills
communicationflexibilityreliabilitysolution-orientedindependenceteamworkfocusprecisioncustomer-focusedprofessionalism
Certifications
TOEIC > 700