Product Support Analyst

Position Overview: 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:

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

Requirements

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.