Job Description

:

• Respond promptly and professionally to client inquiries and support tickets regarding the application, demonstrating excellent customer service.
• Investigate, diagnose, and troubleshoot complex technical issues reported by clients, following established procedures and utilising available resources.
• Provide accurate and timely updates to clients on the progress of their reported issues, ensuring proper escalation and resolution.
• Collaborate with cross-functional teams, including Developers and QA Engineers, to investigate and resolve complex technical problems.
• Document and maintain a comprehensive knowledge base, including troubleshooting steps, workarounds, and solutions, to assist in issue resolution and knowledge sharing.
• Perform root cause analysis on recurring or critical issues, identify trends, and work towards implementing permanent solutions.
• Conduct remote sessions and provide guidance to clients on application functionality, configuration, and best practices.
• Collaborate with the Product team to report and track software defects and suggest improvements based on client feedback.
• Collaborate with development teams to test, validate, and deploy application updates, patches, and bug fixes in UAT environments.
• Act as a subject matter expert on the application, staying updated on new features, enhancements, and industry trends.
• Assist in testing new releases and updates to ensure product stability and compatibility.
• Serve as the escalation point for Level 1 Application Support Engineers, taking ownership of complex issues, provide training and support to Level 1 support teams, enhancing their knowledge and skills in application support.

Qualifications:

• Bachelor\'s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in providing L2 support for software applications.
• Strong knowledge of troubleshooting methodologies, including the ability to analyse log files, debug errors, and diagnose technical issues.
• 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 analytical and problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Exceptional customer service skills with a strong focus on client satisfaction.
• Effective communication skills, both written and verbal, with the ability to convey technical information to non-technical clients.
• Detail-oriented with strong organisational and time management skills, with the ability to prioritise and manage multiple support tickets simultaneously.
• Strong teamwork and collaboration skills, with the ability to work effectively in a cross-functional environment.
• Proactive and self-motivated, with the ability to take ownership of issues and drive them to resolution.
• Experience in documenting support processes, knowledge articles, and FAQs is a plus.
• Knowledge of ITIL or other relevant certifications are 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 skilled and customer-oriented L2 Application Support Engineer to join our team and provide technical support to our clients using our applications. As a L2 Application Support Engineer, you will be responsible for diagnosing and resolving complex technical issues reported by clients, ensuring timely resolution, and delivering exceptional customer service. Your expertise in troubleshooting software applications and strong communication skills will be crucial in maintaining client satisfaction and driving the success of our product.

Ascentis