Technical Support Analyst

Singapour, Singapour | Full-time

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Established from the merger of two long-established hospitality digital solutions providers, D-EDGEoffers leading-edge cloud-based e-commerce solutions to more than 11,000 hotels in over 100 countries.

 

Combining the technical excellence of Availpro with the digital marketing expertise of Fastbooking, D-EDGE brings a holistic hospitality technology infrastructure under one roof. The integrated range of solutions covers all stages of hotel distribution which encompasses Central Reservation System, Data Intelligence, Connectivity Hub, Digital Media and Website Creation.

 

With a team of 350 experts located in over 20 countries, D-EDGE provides localised support, services and tools.

 

The Technical Support Analyst is responsible for delivering Level 2 Support to D-EDGE customers and Customer Service teams. While the role is truly one of an individual contributor, a high degree of ownership and interaction is required to be effective in the role.

 

Main responsibilities :

 

Manage Incident Communication

 

  • Collect notifications from R&D and Customer Service (based on customer 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

  • Perform advanced analysis on issues (aka “Level 2 Support”). 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 and summarized by Level 1.

 

  1. The team works with Level1 / Lead L1 / International Support to:

 

  • Define, write & update documentation intended for technical support
  • Define checklists for case processing by Customer support

   2. Case Processing Checklists includes :

  • Actions that must be performed by Level 1
  • Information that must be collected by Level 1in order to forward case to the Level 2.

 

 

 

REQUIREMENTS :

  • Ability to diagnose and troubleshoot technical issues
  • Excellent problem-solving and communication skills
  • Team spirit & adaptibility 
  • Willing to learn