Application Support Level 2

Key Responsibilities:


Technical & Escalation Support
• Handle tickets escalated from Level 1 with accuracy and urgency.

• Resolve or escalate unresolved/out-of-scope technical issues from Level 1 within 30 minutes.

• Communicate and update customers on reported issues clearly, promptly, and professionally.

• Act as the key liaison between the Support and Engineering teams.

• Open and manage Git issues for escalated tickets with clear documentation and findings.

• Monitor tickets escalated to Level 3, ensuring timely resolution and regular updates.



Process Improvement & Knowledge Sharing
• Identify and document recurring issues that can be converted into effective Knowledge Base Articles (KBAs).

• Escalate suspected or confirmed global issues to the Incident Management Team.

• Contribute to expanding Level 1's technical coverage and effectiveness.

• Track and report on tickets exceeding the 15+30-minute SLA across all support levels; provide proposals to improve response and resolution workflows.

• Provide mentorship and training to Level 1 staff, preparing them to potentially step into Level 2 responsibilities.



Qualifications
• Minimum of 2 years' experience in Application Support, Technical Support, or Customer Service–related roles.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Strong understanding of business domains related to invoicing and inventory control, with the ability to apply this knowledge in troubleshooting and process optimization.



What Sets You Apart (Nice to Have)

• Strong verbal communication; speaks clearly and confidently.

• Able to speak in Mandarin to effectively communicate with Mandarin-speaking clients.

• Attentive listener with a thoughtful approach to understanding problems before responding.

• Detail-oriented with a high level of accuracy.

• Works efficiently under pressure and handles multiple tasks simultaneously.

• Quick learner with the ability to absorb and apply new information effectively.

• Open to constructive feedback; demonstrates a habit of self-reflection and continuous improvement.

• Proactive in seeking help and clarity; shows curiosity and eagerness to grow.

• Previous experience in Point of Sale (POS) systems or related retail technology solutions, particularly in environments integrating sales, invoicing, and inventory operations.