Product Support Analyst - Elevate User Experience

Shopee; Manila; On-site; PHP 335,000 - 614,000; Full time

Job summary

Shopee Philippines is seeking a Product Support Analyst to help external users and business teams by investigating product issues and providing timely solutions. You will leverage platform knowledge to improve user experience, document findings, and coordinate with regional and internal teams.

The role requires a can-do attitude, strong problem-solving, and effective communication in a fast-paced e-commerce environment. Rotational shifts may apply in Manila.

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 written and verbal communication skills with cross-functional teams locally and regionally.
• 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

Responsibilities

• User assistance to external users and business teams.
• Investigation and resolution of product-related issues.
• Develop product expertise and provide user insights.
• Documentation and reporting of issues and resolutions.
• Project management and coordination with stakeholders.
• Quality assurance of support processes.
• Identify bug types and ensure tickets have sufficient information.
• Review with seniors to understand system features and workflows.
• Communicate issue details to internal teams for fixes.
• Propose alternatives to minimize losses when tickets are blocked.
• Resourceful in locating talents to resolve issues and drive resolutions.
• Drive resolution with regional teams, developers, and third parties.
• Track progress and keep stakeholders updated on outcomes.
• Review live issues regularly and suggest improvements.
• Initiate improvement plans with solutions and feature requests

Skills

Customer support

Technical support

Product support

Problem solving

Communication

Cross-functional collaboration

Education

Bachelor's degree

Tools

JIRA

Job description

Shopee Philippines is seeking a Product Support Analyst to help external users and business teams by investigating product issues and providing timely solutions. You will leverage platform knowledge to improve user experience, document findings, and coordinate with regional and internal teams.

The role requires a can-do attitude, strong problem-solving, and effective communication in a fast-paced e-commerce environment. Rotational shifts may apply in Manila.