2nd Line Software Support Agent

About Ascent:

Ascent Software is an exciting, newly formed group and a premier provider of digital transformation projects to global corporate client bases including Bosch, G4S, Hive, BT, BDO, RSM amongst others. These companies entrust us with delivering their digital journey in the best possible way and we achieve this by empowering our teams to develop fantastic solutions and by applying our agile processes to every project. The business’s main development centers are in Bulgaria, Malta and UK, with 350 developers spread across 20 countries.

Our Culture:

  • World class delivery and attention to detail
  • Strong customer focus
  • Fast-paced environment
  • Can-do approach
  • Positive attitude towards change
  • Quick and eager to learn
  • Highly collaborative


The Role:

The postal sector worldwide is facing new challenges. Faced with the loss of traditional revenue streams, postal organisations have to constantly reinvent themselves to survive. Swift Postal, our suite of award-winning software solutions, offers the modern post office the necessary tools to help achieve this change. It simultaneously ensures compliance with UPU regulations and also introduces new revenue streams. Swift customers include MaltaPost, Guernsey Post, Barbados Post, Curacao Post, BVI Post, and Jersey Post, amongst others.


Required skills and qualifications:

The ideal candidate must be able to demonstrate

  • Equal strengths and interest in technology and customer services oriented
  • Strong communication skills in English
  • Persevere when there are challenging incidents and can work autonomously 
  • Organised, can prioritize and multitask, and have excellent problem solving and analytical abilities
  • Experienced in administering SQL and can write SQL queries
  • Administering applications such as MS SharePoint and/or Dynamics CRM will be considered an asset
  • Be able to work flexible hours due to clients working in different time zones and open to the possibility of work-related travel 


  • Ideally have a national diploma or degree in IT 


  • Provide software support and troubleshooting via telephone, email, portals, ticketing system and remote support to Swift customers in all our different locations
  • Deliver high level customer service to a wide range of users, including those with minimal IT knowledge
  • Follow in depth diagnoses of issues and work in close contact with our development team as an escalation point
  • As part of our company-wide learning culture, populate and maintain the existing knowledge base  


  Why join Ascent:

  • Ascent Software is on an upward trajectory to become a leading European provider of digital transformation with very clear targets on how to get there. Your role with us will help drive your career path upwards
  • We have an open and friendly environment and commitment to empowering employee growth through training/upskilling
  • We are a fast-growing company with modern offices in good locations
  • You will be involved in delivering exciting technology projects to leading global clients across the world
  • We offer competitive salaries with on call and Public Holiday allowance
  • We have great employee benefits such regular team buildings and company events, professional learning platform, opportunities for career progression and others

Apply for this position