Product Support Analyst: Issue Resolution & Engagement

Shopee; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Shopee is seeking a User Assistance specialist to investigate and resolve customer issues, while building strong product knowledge and providing clear documentation for reporting. You will extract user feedback and insights, coordinate with teams, and manage projects to ensure timely and quality outcomes.

The role emphasizes quality assurance, stakeholder communication, and proactive problem-solving to minimize impact and improve the user experience.

Qualifications

• Experience with investigating user issues and providing resolutions.
• Ability to document findings clearly for reporting.
• Strong attention to detail and analytical thinking.

Responsibilities

• Investigate and resolve user issues with timely follow-up.
• Build product expertise to support users effectively.
• Incorporate user feedback into improvements and insights.
• Document processes and report metrics to stakeholders.
• Coordinate project tasks and timelines to deliver results.
• Conduct QA activities to ensure issue accuracy and resolution quality.
• Communicate with seniors and cross-functional teams to align on fixes.
• Identify alternatives to minimize losses when tickets are rejected or pending.

Skills

Issue investigation

Stakeholder communication

Product knowledge

Documentation

Project management

Quality assurance

Job description

Shopee is seeking a User Assistance specialist to investigate and resolve customer issues, while building strong product knowledge and providing clear documentation for reporting. You will extract user feedback and insights, coordinate with teams, and manage projects to ensure timely and quality outcomes.

The role emphasizes quality assurance, stakeholder communication, and proactive problem-solving to minimize impact and improve the user experience.