L2 Technical Support Analyst

**Job Description**:
ABOUT D-EDGE:
Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.

Every day, we help more than 17,000 hotels worldwide to develop their online visibility and sales through a range of SaaS and digital marketing solutions. Among the 500 D-EDGERs, the Product & Tech team is made up of a hundred or so enthusiasts who reinvent hotel booking for both the traveler and the hotelier. As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

Position Summary:
The role of the Level 2 support is to be the connection between Customer service and R&D teams.

The L2 team has to handle multiple types of issues, that can be bugs, incidents, global connectivity issues or misconfigurations on both Availpro & Fastbooking platforms.

The team also has to analyze the platform or partner’s performance and act accordingly.

They handle escalated issues that Level 1 support is not equipped to deal with.

Level 2 will sometimes escalate to Level 3, depending on the issue if this need a fix.

The team works on both platforms and the new team member will be trained to both Availpro & Fastbooking tools.

The job vacancy is based in Singapore and the L2 team is part of the Engineering team.

Work Experience

Essential Duties and Responsibilities:
The Backoffice Support & Operations team is liable for the following responsibilities (but not limited to the following):
Manage Incident Communication
- Collect notifications from R&D and Customer Service (based on Customers feedback)
- Perform preliminary investigations to determine whether issues notified by customers are related with an incident
- Manage internal communication and provide wording for customer communication
- Manage basic notifications to customers (through Extranet, developments are in progress regarding this)

Track & Follow Issues Resolution
- Collect bug reporting from R&D and Customer Service (based on customer feedback)
- Prioritize bug fixes according to their impact on our customer base and discussion with Product -Owner
- Follow bug resolution and manage internal communication

Perform Level 2 Investigations
- Level 2 team perform advanced analysis on issues. These investigations involve technical access to the D-Edge Platform as well as technical expertise on products.
- In order to perform Level 2 investigations, the team requires information to be collected & summarized by Level 1 Advanced.

Documentation

Each Level 2 member is involved in Documentation redaction, the goal is to share the knowledge internally.

Qualifications:
Ability to diagnose and troubleshoot technical issues

Excellent problem-solving and communication skills

Team spirit & adaptability

Willing to learn

**Benefits**:
WHAT WE OFFER:

- At D-EDGE we believe in work/life balance That’s why we are remote friendly and all D-EDGERS can work from home several days per Week.
- In addition to the permanent offer on all Accor hotels, you will discover the private sales and flash offers exclusively offered by Accor brands and hotels.
- You will be provided, at the Company's costs, with all the necessary IT equipment, communication tools.
- You will participate to our great internal invents:

- D-Convention : This is THE event that D-EDGERS are looking forward to
- D-Summer Party : Annual meeting to spend a fun and friendly moment with all D-EDGERS