SPX Express Senior Product Support prefer QC/QACông ty TNHH Shopee - Shopee Việt Nam

Product: SPX Express

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

About the team - SPX Express Product

Job Description:

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
• Become a subject matter expert on system applications
• 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

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

• 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