Application Support Specialist (L2) WFH/Hybrid

Key Responsibilities:
Deliver timely Level 2 application support to the Level 1 Customer Service team

Leverage the Knowledge Base to resolve recurring issues and guide the Level 1 team

Update and maintain the Knowledge Base with new issues and share insights with team members

Proactively contribute to improving response times, resolution efficiency, and reducing incident volume

Investigate, resolve, and communicate root cause analyses, recommending solutions promptly

Monitor application usage patterns, identify anomalies, and take appropriate action

Perform light scripting and database query tasks as needed

Coordinate complex issue resolution with Level 3 support, providing detailed troubleshooting analysis and timelines

Prepare comprehensive handovers of daily tasks for team members on subsequent shifts

Collect feedback and suggestions to support continuous product improvement


Requirements:
Degree in IT, Computer Science, Software Engineering, or related field

1–3 years experience in technical/application/system support environment

Strong analytical thinking and structured troubleshooting skills

Comfortable working with logs, system flows, and backend environments

Proficient in English and Mandarin to effectively communicate with Mandarin-speaking clients (spoken & written)

Exposure to SQL queries and/or scripting (any language) is an added advantage

Able to work rotational shifts, weekends, and public holidays

Independent, responsible, and detail-oriented