Senior Product Support, Spx Xpress

2 months ago

Ho Chi Minh City, Vietnam Shopee Full time

DepartmentProduct Management- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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.
- 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.
- 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

**Requirements**:

- Must have knowledge of API Integration.
- Experience working with API Testing is a plus.
- Good communication skills (verbal and written).
- Multi-task management skills with good prioritization techniques.
- Fast learning skills with the ability to memorize and understand the logic.
- Empathy with user pain points.
- Ability to de-escalating problems.
- Ready to support users even at night or on the weekend if important issues occur.

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