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 provision of resolution to issues involving the entire eCommerce platform and our beloved systems. The technical support provision will be done via Internal Ticket Management System. Daily work includes, but 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 logics 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. You may be required to evaluate and prepare solution reports and closely work with the Incident Management team as well for the further enhancements.
You will become known as savior of Lazada platform because without you our systems wouldn’t have caretaker.
Responsibilities:
• Traction of issues through Internal System.
• Escalation of issues to Development team for timely solution.
• 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 user.
Yêu cầu:
• Bachelor’s Degree in Computer Science or related field preferred, ITIL certificate as a Plus
• 2+ year of experience in IT Operations/Service Desk/ IT Support. On the job training will be provided during 1st month.
• Fluent in English – both verbal and written. Chinese is nice to have.
• 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 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.
Chế độ:
* Attractive salary and bonus program, receive full salary 100% in probation period
* Class "A” office in the center of Saigon (the biggest city in Vietnam).
* Premium medical insurance for you and your family from the first day.
* Comfortable working hours in the office, no dress code
* Plenty of career growth opportunities, personal development system for both specialists and managers.
* Strong ownership, teamwork and dynamic culture
* Daily snacks, fruits and of course high quality arabica coffee.
