Shopee Product Support Analyst

User Assistance:

. Issue Investigation and Resolution:

. Product Expertise:

. User Feedback and Insights:

. Documentation and Reporting:

. Project Management:

. Quality Assurance:

o Understand the bug type and issue type in details for future identification

o Familiarize with the ticket format and be able to identify if with enough

information

o Review and consulted with seniors to understand the system, feature and

function mechanism

o Apply the above knowledge to identify the issue and potential work plan

o Communicate with stakeholders to understand the overview of the issue / bug

o Explain the details of issue / bug with internal dept for the fixing requirement

and support

o If facing the rejection or pending situation of tickets and fixing requirement, find

out the alternatives to stop the loss or for compensation

o Being resourceful to find out the talents and resource to complete and fix the

issue and bank

o Motivate the resolution process of regional, dev side, 3rd parties and L2 PS

o Tracking the progress and announce the result and updates for stakeholders

o Regularly review the performance of live issue and thinking of the way to

improve and enhance

o Initiate and implement the improvement plan with solution, suggestion and

feature request

Qualifications and 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

Working Conditions:

. This is a full-time and Part-time position that may involve rotational shifts, including weekends and

holidays, to ensure round-the-clock user support.

. The role may require occasional interaction with technical and non-technical teams, as

well as users from diverse backgrounds.