Product Support Specialist - Product Management

Shopee

Philippines, Manila

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Posted 8 hours ago
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Job Description

Job Description:

User Assistance.
Issue Investigation and Resolution.
Product Expertise.
User Feedback and Insights.
Documentation and Reporting.
Project Management.
Quality Assurance.
Understand the bug type and issue type in details for future identification.
Familiarize with the ticket format and be able to identify if with enough information.
Review and consulted with seniors to understand the system, feature and function mechanism.
Apply the above knowledge to identify the issue and potential work plan.
Communicate with stakeholders to understand the overview of the issue / bug.
Explain the details of issue / bug with internal dept for the fixing requirement and support.
If facing the rejection or pending situation of tickets and fixing requirement, find out the alternatives to stop the loss or for compensation.
Being resourceful to find out the talents and resource to complete and fix the issue and bank .
Motivate the resolution process of regional, dev side, 3rd parties and L2 PS.
Tracking the progress and announce the result and updates for stakeholders.
Regularly review the performance of live issue and thinking of the way to improve and enhance.
Initiate and implement the improvement plan with solution, suggestion and feature request.

Requirements:

Bachelor's degree in a relevant field or equivalent work experience.
Proven experience in customer support, technical support, or product support roles.
Strong familiarity with the Shopee platform and its features.
Excellent problem-solving and analytical skills to diagnose and resolve user issues.
Effective communication skills, both written and verbal, to assist users and collaborate with cross-functional teams both local and regional.
Ability to work independently and manage multiple tasks in a fast-paced environment.
Attention to detail and commitment to providing high-quality user support.
Basic understanding of e-commerce concepts and online marketplace operations (preferred).
Proficiency in using support ticketing systems such as JIRA is a plus

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About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 135932109

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