Product Support Specialist

1 week ago

Manila, Philippines Shopee Full time

Overview Product Support Specialist - Product Management – Shopee Location: Manila, National Capital Region, Philippines About The Team As a Shopee Product Support Analyst / Associate, you will play a crucial role in ensuring the smooth operation of the Shopee platform by providing assistance to external users and business teams, investigating product-related issues, and offering timely solutions. Your deep understanding of the platform's features, functionality, and user behavior will enable you to deliver exceptional support and contribute to enhancing the overall user experience. Responsibilities 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 detail for future identification. Familiarize with the ticket format and be able to identify if it has enough information. Review and consult 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 department for the fixing requirement and support. If facing rejection or pending situation of tickets and fixing requirement, find alternatives to stop the loss or for compensation. Be resourceful to find talents and resources to complete and fix the issue. Motivate the resolution process of regional, dev side, 3rd parties and L2 PS. Track progress and announce results and updates for stakeholders. Regularly review the performance of live issues and think of ways to improve and enhance. Initiate and implement the improvement plan with solutions, suggestions and feature requests. Qualifications 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. Seniorities and Employment Seniority level: Mid-Senior level Employment type: Full-time Job function: Project Management, Strategy/Planning, and Product Management Industries: Internet Marketplace Platforms and Technology, Information and Internet Referrals increase your chances of interviewing at Shopee. Location notes Sample locations and posting details are for context and may be updated by the employer. #J-18808-Ljbffr

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