Shopee Product Support Analyst

SPX PHILIPPINES INC.; Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

Shopee in the Philippines is seeking a Product Support Analyst/Associate to ensure smooth operation of the platform. You will assist external users and business teams, investigate product-related issues, and provide timely solutions to deliver an excellent user experience.

You will work with cross-functional teams across product, engineering, and QA, document issues, track progress, and propose improvements.

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 to assist users and collaborate with cross-functional teams.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Attention to detail and commitment to high-quality user support.
• Proficiency with e-commerce concepts and online marketplace operations (preferred).
• Proficiency in support ticketing systems such as JIRA is a plus.

Responsibilities

• Understand issue types and gather detailed information for tickets.
• Review tickets with seniors to understand system mechanics.
• Identify issues and potential work plans for resolution.
• Communicate with stakeholders to scope the issue and fixes.
• Track progress and update stakeholders on outcomes.
• Contribute to continuous improvement and feature requests.

Skills

Customer support

Technical support

Problem-solving

Analytical skills

Communication skills

Independent work

Education

Bachelor's degree or equivalent

Tools

JIRA

Job description

The Product Management team at Shopee is the key focal point between the business, engineering and design teams. The team is responsible for implementing strategy, road maps and features, while adhering to business goals. It covers all functions including but not limited to Financial Services, Supply Chain, Search, Recommendation, Advertising, Order, Promotion, User, Anti-Fraud, Seller Service. Join us to own a product that is impacting millions of lives in Southeast Asia and Taiwan.

About the Team:

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.

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

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.