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L2 Technical Support Analyst

2 weeks ago

Singapore D-EDGE Full time

**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 Europe and the L2 team is part of the Engineering team.**

**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