Ascend Group (Ascend TECH Hub)

Key Responsibilities

• Being the L2 support for customer support; receiving ticket of issue via L1 to investigate and clarify issues
• Performing troubleshooting analysis requests for technical via phone, email and any other form of communication in a timely, effective, and efficient manner
• Working closely with Development team in Ascend Tech or with Product Owner oversea to handle issues
• Identifying and escalating situations requiring urgent attention, understanding business impact and priorities
• Playing the role as business analyst to clarify requirements to work with PO and Development team to customize or enhance products
• Following best practice ticket management processes, including ticket documentation,transferring, escalation and enhancement request submission
• You are required to work on shifts, 5 days per week (not fix days off on weekend)
• You are allocated to switch working shift weekly to make sure the working covering
• Report to Team leader

*Working shift: cover from 7:00 am to 10:00 pm,

*Day shift: from 7am-4:00 pm

*Afternoon/Evening shift: 1:00pm/2:00 pm-10:00 pm

Essential Skills & Prerequisites

• Graduate from technical schools or have Diploma in IT related discipline
• Proven experiences in customer support, business analysis, dev-ops.
• Strong at problem solving, critical thinking,
• Good customer services, customer oriented
• Excellent written and oral English communication skills
• Ready to work afternoon/ evening shift; weekends and holidays

Technical Expertise

• Familiar with product, web application development with Java Technology;
• Understand Java languages programming
• Programming/Scripting