Customer Service Associate – L1 Application Support – Manila, Philippines

Are you exploring L1 application support jobs in Manila or IT support roles in a 24×7 operations environment? Fusion CX is hiring Customer Service Associates for L1 Application Support to support production systems in a structured, work-from-office setup. This role is designed for professionals who can manage incident queues, monitor applications, and coordinate timely issue resolution while meeting strict SLA and availability requirements. This is a full-time, on-site role based in Manila, Philippines, with opportunities to grow with a global CX company and leading clients across the world.

Job Description:

About the Role

As a Customer Service Associate – L1 Application Support, you will provide frontline support for production applications, ensuring system availability, timely incident resolution, and accurate documentation. You will work in a 24×7 support environment, handling incident and problem management activities while coordinating closely with internal technology teams and external vendors.

Key Responsibilities

• Provide 24×7 L1 application support in a work-from-office environment (WFH only for BCP scenarios)
• Support production applications through incident and problem management activities
• Help establish and maintain documentation for Incident L1 Support and Problem Management processes
• Monitor ticket queues, investigate issues, and resolve incidents within defined SLAs
• Manage incident tickets end-to-end to ensure timely closure
• Monitor and respond to alerts generated by application monitoring tools
• Coordinate with internal technology teams and external vendors for incident resolution
• Participate in high-severity incidents and root-cause analysis activities
• Ensure applications remain available for use and batch processes are completed on time
• Support system monitoring and batch management activities
• Provide capacity and capability training by identifying resources from shared instructional materials
• Perform other related tasks as assigned based on operational requirements

Responsibilities may evolve based on system, application, or business needs.

Job Requirements:

Education

• Minimum Higher School Graduate (XII)

Experience & Skills

• Knowledge of ITIL / ITSM processes, including Incident, Problem, and Knowledge Management
• Familiarity with UNIX and/or AWS services (S3, EC2)
• Basic database and SQL knowledge using tools such as Workbench, PostgreSQL, or DBeaver
• Experience with application or server monitoring tools such as Dynatrace or similar platforms
• Strong written and verbal communication skills
• Understanding of ticketing workflows and SLA-driven environments
• Exposure to batch or ETL management is good to have

Work Mode

• Work From Office (WFO)
• Manila, Philippines
• 24×7 operational coverage

Why Join Fusion CX?

At Fusion CX, application support teams play a critical role in maintaining system stability and business continuity. As a Customer Service Associate – L1 Application Support, you will work in a structured, SLA-driven environment where reliability, documentation, and coordination matter. You will gain hands-on exposure to production systems, monitoring tools, and incident management while building a stable career in enterprise application support operations. If you are searching for L1 support jobs in Manila, application support roles in the Philippines, or 24×7 IT operations opportunities, this role at Fusion CX offers structure, accountability, and long-term professional growth.