Spx Express] Senior Product Support

2 days ago

Thành phố Hồ Chí Minh, Vietnam Shopee Full time

**Shopee**:
Shopee is the leading e-commerce platform in Southeast Asia and Taiwan.
- Company type
- IT Product
- Company industry
- N/A
- Company size
- 1000+ employees
- Country
- Singapore
- Working days
- Monday - Friday
- Overtime policy
- No OT
- Sonatus Building, 15 Le Thanh Ton, Ben Nghe Ward, District 1, Ho Chi Minh
- At office
- Skills:

- QA QC

Tester

**Top 3 reasons to join us**:

- Impactful and challenging work
- Vibrant working environment
- Competitive compensation

**Job description**:
**Product: SPX Express**

**Work location: Sonatus Building, 15 Le Thanh Ton, District 1, HCM**

**About the team - SPX Express Product**

Support Responsibilities:

- Respond to system inquiries and troubleshoot reported issues, and provide ongoing technical and user support in a timely manner
- Perform UAT for new features and follow bug fixes (if any)
- Train users on supported systems and provide process/system support, develop and maintain functional user documentation
- Build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress
- Track system issues and enhancement requests for review and resolution by technical teams.
- Follow the issues with the regional development team to ensure hot fixes and faster-scheduled fixes.

Project Responsibilities:

- Communicate with customers to understand their pain points and suggest practical solutions.
- Analyze business requirements/processes for project input.
- Assist with the rollout of the new system including the execution of testing, and training tasks
- Aid in creating and maintaining standard operating procedures, workflow diagrams, and training materials.
- Communicate effectively across teams to meet project timelines and deliverables

**Your skills and experience**:
Must have:

- Good communication skills (verbal and written)
- Multi-task management skills with good prioritization techniques
- Fast learning skills with the ability to memorize and understand logic
- Empathy with user pain points
- Ability to de-escalate problems.
- At least 1 year experience of leadership - manage team member

Nice to have:

- Experience with product support position in technical department/company
- Experience with logistic operation
- Experience with data analysis
- Experience in API testing

**Why you'll love working here**:

- 16 days annual leave
- Yearly performance bonus
- Medical (dental inclusive) benefits of $1000 per year
- Group Hospitalization and Surgical Insurance Coverage
- Life insurance
- Annual Health Screening
- Free food, drinks & dinner
- Comfortable working environment with cool toys: foosball, billiards, napping rooms, massage room etc

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