Application Support engineereWave

Company Description
Specialists in industry disruption, eWave is an independent digital transformation agency with commerce at its core. Using service design thinking, we have an unwavering commitment to delivering experience-driven digital reinvention that inspires deeper relationships between brands and their customers.
Partnering with brands such as Nike, Canon, Coca-Cola Amatil, and Nestle, we work on some of the most exciting and innovative digital projects in the APAC market.
Our team is our strongest asset, and together, we're reimagining consumer needs using methods that bring our clients closer to their customers than ever before. We're thinkers, we're creatives, we're technologists, and we're looking for people to join us on our journey.
Job Description
We are seeking a level 1, 2 and 3 Application Support Engineer to join our global team. This is an exciting opportunity to utilise your IT technical skills combined with strong relationship building skills. You will be working as part of our next generation of expert application engineers supporting some of the world's biggest brands.
THE CANDIDATE
Manage customer support requests
Troubleshoot level 1, 2 and/or level 3 incidents which may include outbound contact with clients for additional information and resolution
Manage escalations to internal teams and/or 3rd party
Liaise with internal and external stakeholders in person, over the phone and via email to keep them updated on the progress of their tickets
Accurately create and update documentation
Generate weekly and quarterly report presentations for customers
Monitor and maintain client website and infrastructure systems
Support internal eWave infrastructure
Organise sprints and releases for ongoing eCommerce projects
Attend client meetings
Conduct client training
Participate in on-call duties rotation for out of hours support
Qualifications
BA/BS degree or equivalent practical relevant IT experience
2+ years relevant experience in a similar IT position or eCommerce administration position
Excellent time management and organisation skills, with the ability to manage multiple tasks with a varying degree of urgency
Excellent English communication skills both written and verbal, with a professional phone manner with a genuine customer service focus
Self-motivated with the ability to work autonomously or as part of the greater team
Knowledge of Languages such as HTML, CSS, JS, PHP and MYSQL is preferred
Ticketing system experience would be desirable e.g. JIRA, Zendesk, TargetProcess
Proficiency in MS Office Applications
Additional Information
Remote Work Opportunities with an ultra flexible working culture
Professional Mentoring Program with Semi-Annual Performance Review, 360 Feedback and Individual Growth Roadmap
Multiple learning opportunities and Professional Certification Programs
Working as a part of a Global team in a Multicultural Environment
Unlimited Paid Annual Leave (after first 12 months of employment)
Gifted Birthday Leave
Rewarding Compensation Package
Dare to be different!
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Lapu-Lapu City, Cebu
Permanent
Full-time