Shopee Product Support Analyst

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

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 details for future identification
  • Familiarize with the ticket format and be able to identify if with enough information
  • Review and consulted 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 dept for the fixing requirement and support
  • If facing the rejection or pending situation of tickets and fixing requirement, find out the alternatives to stop the loss or for compensation
  • Being resourceful to find out the talents and resource to complete and fix the issue and bank
  • Motivate the resolution process of regional, dev side, 3rd parties and L2 PS
  • Tracking the progress and announce the result and updates for stakeholders
  • Regularly review the performance of live issue and thinking of the way to improve and enhance
  • Initiate and implement the improvement plan with solution, suggestion and feature request