1st Level Support Agent

About Comply365 Comply365 is a leading provider of Operational Content Management, Safety Management and Training Management in the highly regulated industries of aviation, defense, rail and space. Comply365 provides an AI-powered combination of expertise and products underpinned by unified best practices, empowering its customers to elevate operational excellence, transform safety management and training management, with closer integration of relevant data sets across domains. The Comply365 product portfolio ensures its customers’ crews and assets are always geared for peak operational performance, unlocking financial and operational gains through more streamlined, robust and agile operations. Comply365 is the trusted technology partner of many of the most progressive aviation, defense, rail and space organizations worldwide. For more information, please visit comply365.com. To further strengthen our team in Bangkok, we are looking for a motivated: 1st Level Support (Working Schedule Thursday through Monday) Bangkok, Full Time (40h) What we offer 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 We are an equal opportunity employer and value diversity at our company. At Comply365, we strive to build a culture where everyone feels welcome, included, and able to bring their full selves to work. What we’re looking for 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 Your key responsibilities 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 The actual salary depends on your qualification and professional experience.