Shopee Product Support Analyst

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

Job Description:

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

• 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.