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Mô tả công việc
As a Support Engineer in Lazada Techhub, you will be part of an extremely motivated and experienced group of people. You will be responsible for the provision of resolution to issues involving the entire eCommerce platform and our beloved systems. The technical support provided will be done via Internal Ticket Management System. Daily work includes but is not limited to, supporting cases of escalations, management of caseload, updating case activity, monitoring case aging, documentation, and knowledge transfer for known issues.Support engineers are expected to follow up the given workflow and have good communication skills to actively collaborate with Business/Product Owners/Technical Teams whenever it's needed to clarify business/technical logic or if there is any dependency or linkage with the different parties.The overall goal is to drive more issues to resolution in-house as quickly and efficiently as possible to meet up the SLAs.
Responsibilities:
- Traction of issues through the internal systems.
- Escalation of issues to the Development team for timely solutions.
- Management of caseload.
- Frequent updates on pending issues/cases.
- Traction of aging case.
- Daily/weekly reports to line manager.
- Provision of documentation
- Work closely with Business / Product / Tech to resolve issues from end users.
Responsibilities:
- Traction of issues through the internal systems.
- Escalation of issues to the Development team for timely solutions.
- Management of caseload.
- Frequent updates on pending issues/cases.
- Traction of aging case.
- Daily/weekly reports to line manager.
- Provision of documentation
- Work closely with Business / Product / Tech to resolve issues from end users.
Yêu cầu
Requirements/Qualifications(must have):
- Experience in IT Operations/Service Desk/ IT Support.
- Fluent in English - both verbal and written
- Willing to work in night shift/weekends/holidays for special events such as Campaign or Projects required
- Managed a diverse and complex scope of support issues directly related to the use, support, and implementation of the company's eCommerce platform.
- Excellent analytical and problem-solving skills. Have a professional attitude and be capable of dealing with customers from all levels of the organization and work well in a team environment.
- Identify the potential issues and escalate them to relevant tech teams to prevent them.
- Ability to communicate incident status in a clear, accurate, and concise manner.
- Effectively interact with various teams to provide solutions to complex technical issues.
- Able to work under pressure and keep calm in crisis situations.
- Ability to work independently with minimal supervision.
- Ability to explain technical concepts to non-technical users.
- Share best practices with other team members to enhance the quality and efficiency of support services.
- Bachelor's Degree in Computer Science or related field preferred.
Requirements/Qualifications(good to have):
- Fluent in Chinese - both verbal and written
- ITIL certificate
- Experience in IT Operations/Service Desk/ IT Support.
- Fluent in English - both verbal and written
- Willing to work in night shift/weekends/holidays for special events such as Campaign or Projects required
- Managed a diverse and complex scope of support issues directly related to the use, support, and implementation of the company's eCommerce platform.
- Excellent analytical and problem-solving skills. Have a professional attitude and be capable of dealing with customers from all levels of the organization and work well in a team environment.
- Identify the potential issues and escalate them to relevant tech teams to prevent them.
- Ability to communicate incident status in a clear, accurate, and concise manner.
- Effectively interact with various teams to provide solutions to complex technical issues.
- Able to work under pressure and keep calm in crisis situations.
- Ability to work independently with minimal supervision.
- Ability to explain technical concepts to non-technical users.
- Share best practices with other team members to enhance the quality and efficiency of support services.
- Bachelor's Degree in Computer Science or related field preferred.
Requirements/Qualifications(good to have):
- Fluent in Chinese - both verbal and written
- ITIL certificate
Thông tin chung
- Ngày hết hạn: 16/07/2023
- Thu nhập: Thỏa thuận
Giới thiệu công ty
Xem trang công ty
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