Job Description

:

• Serve as the initial point of contact for clients seeking technical assistance, providing Level 1 support via phone, email, or Whatsapp.
• Answer and log incoming support tickets, documenting all relevant information accurately and completely.
• Assess and triage support requests to ensure timely and appropriate resolution.
• Diagnose and resolve basic technical issues related to our products and services, following established troubleshooting steps and procedures.
• Escalate complex or unresolved issues to Level 2 or 3 support teams, providing thorough and detailed troubleshooting steps and procedures.
• Communicate effectively with clients to gather necessary information and provide updates on the status of their support tickets.
• Provide exceptional customer service by maintaining a professional and friendly demeanour at all times.
• Guide clients through basic troubleshooting steps and known issues, to contribute to the knowledge base and improve efficiency.
• Collaborate with other support team members to share knowledge, discuss challenges, and improve overall support operations.
• Collaborate with development teams to test, validate, and deploy application updates, patches, and bug fixes in UAT environments.
• Stay updated on product features, enhancements, and industry trends to effectively address client inquiries and issues.
• Identify recurring issues and contribute to the development of proactive measures to prevent or mitigate them.
• Provide priority 1 issue support via phone or Whatsapp chat, and to be on-call support duties (24x7) as required based on team\xe2\x80\x99s roster.

Qualifications:

• Bachelor\'s degree in Computer Science, Information Technology, or a related field, or equivalent.
• Prior experience in customer service, or similar technical support role is preferred.
• Good knowledge of computer hardware, software and networking concepts.
• Good understanding of customer loyalty program, eCommerce, SQL scripts, and experience in writing queries for database queries and troubleshooting. Experience with Microsoft SQL Server platform, MySQL, Oracle is preferred.
• Familiarity with.NET framework and troubleshooting .NET applications.
• Knowledge of web technologies such as HTML, CSS, and JavaScript.
• Knowledge on software testing, automated tools for functional and regression tests is a plus.
• Strong analytical and problem-solving skills with the ability to analyse and resolve simple technical issues.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely.
• Empathy and patience when interacting with clients, even in high-pressure situations.
• Strong organisational and time management skills, with the ability to prioritise and manage multiple support tickets simultaneously.
• Ability to work independently and collaboratively within a team environment.
• Proficiency in using support ticketing systems and remote support tools.
• Knowledge of ITIL or relevant certifications is a plus.
• Flexibility to work in shifts, including evenings, weekends, and holidays as per the company\'s requirements.

Other Information:

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About Us:

About Ascentis

Unlock Your Potential with a Growing and Dynamic Company.

At Ascentis, we are proud to be a leading CRM, digital, and social company with a track record of excellence. With over 50 prestigious awards under our belt, we have established ourselves as a trusted partner in servicing regional accounts across 13 countries in Southeast Asia.

Our success is rooted in our core values: PACT - professionalism, accountability, consistency, and teamwork. These values drive our dynamic and fast-paced environment, where results matter. We believe in fostering a culture of open communication, where every voice is valued, and ideas are encouraged to flourish. One of our key differentiators is our flat organizational structure, which promotes a collaborative and inclusive work environment. Our management team is hands-on and approachable, working side by side with our talented employees to drive innovation and achieve remarkable results. As a growing company, we offer tremendous potential for personal and professional growth. We embrace a meritocratic approach, recognizing and rewarding the contributions of talented individuals who thrive in a team-oriented setting.

We believe in providing ample opportunities for our employees to take on new challenges, learn, and advance their careers. If you are a passionate and driven individual seeking a rewarding career in a company that values your skills and potential, Ascentis is the place for you.

Join us on our journey of success and be part of a team that is shaping the future of our industry. We look forward to welcoming exceptional talent who share our values and are ready to make an impact. Together, we can ascend to new heights.

Job Summary

We are seeking a detail-oriented and customer-focused L1 Application Support Engineer to join our team and provide Level 1 technical support to our clients. As an L1 Application Support Engineer, you will be the first point of contact for clients and will be responsible for efficiently and effectively resolving their technical issues. Your strong communication skills, problem-solving abilities, and dedication to customer satisfaction will contribute to maintaining a positive client experience and ensuring the smooth operation of our products.

Ascentis