Product Support Specialist, Enterprise Efficiency

SHOPEE SINGAPORE PRIVATE LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading e-commerce platform in Singapore is looking for a Product Support Specialist to respond to user queries and manage production issues effectively. Candidates should have relevant qualifications and experience in digital product teams is preferred. Strong communication and troubleshooting skills are essential. Join a dynamic team focused on improving workplace efficiency and collaboration.

Qualifications

• Open to candidates with relevant qualifications from Universities, Polytechnics, or Institutes of Technical Education (ITE).
• Understanding and/or having hands-on experience in a digital product team is preferred.
• Experience working in multicultural or cross-border environments is an advantage.

Responsibilities

• Respond promptly and effectively to user queries, providing clear guidance.
• Perform initial troubleshooting, conducting research to identify potential root causes of reported issues.
• Support end-to-end production issue management.
• Ensure timely resolution or escalation of problems.
• Identify patterns and trends in reported issues.

Skills

Excellent communication skills

Effective troubleshooting skills

Strong problem solving mindset

Ability to engage with others

Time management

Education

Relevant qualifications from Universities, Polytechnics, or ITE

Job description

Overview

Shopee and Monee offers a range of programmes designed for those who seek to make a difference with technology and become future leaders of the industry. Find your fit in our graduate and undergraduate programmes across the region.

About the Team

The Enterprise Efficiency team is instrumental in implementing solutions that drive productivity and collaboration across the organization. Our key business users include C-level executives, HR and Finance teams, and also all employees organization-wide. As a Product Support Specialist, you will gain the opportunity to understand the different products within our team and be exposed to working with different stakeholders across Engineering, Product Management, and Business teams. Join us on a meaningful journey to improve life at work across the organization.

Responsibilities

• Respond promptly and effectively to user queries, providing clear and comprehensive guidance.
• Perform initial troubleshooting, conducting research to identify potential root causes of reported issues.
• Support end-to-end production issue management involving production tickets tracking, liaising with relevant parties, and seeing tickets to resolution.
• Ensure timely resolution or escalation of problems through close collaboration with the Engineering team, Product Managers, and other stakeholders.
• Identify patterns and trends in reported issues to improve product stability and quality, and communicate findings to relevant stakeholders.

Qualifications

• Open to candidates with relevant qualifications from Universities, Polytechnics, or Institutes of Technical Education (ITE).
• Understanding and/or having hands-on experience in a digital product team is preferred.
• Excellent communication skills with the ability to engage with others.
• Experience working in multicultural or cross-border environments is an advantage.
• Effective troubleshooting skills with a strong problem solving mindset.
• Conscientious, organized, and structured with good time management.
• Strong sense of responsibility and accountability.