Technical Support Engineer

As a Technical 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 the urgent issues of escalations, management of caseload, updating case activity, monitoring case ageing, documentation, and knowledge transfer for known issues.
Technical Support Engineers are expected to follow up on 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. You may be required to evaluate and prepare solution reports and closely work with the Incident Management team as well for further enhancements.
You will become known as the saviour of the Lazada platform because without you - the system wouldn’t have a caretaker.

Provision of documentation
Escalation for case ageing
Ticket Management for 6 countries related to the e-Commerce Platform & Logistic Platform
Daily/weekly reports to line manager.
Escalation of issues to the Development team for timely solution.
Work closely with Business / Product / Tech to resolve issues from the end user.
Manage the Backlog Ticket Queue to ensure the quality of the ticket.

Basic Qualifications:

Able to work under pressure and keep calm in crises.
Ability to explain technical concepts to non-technical users.
Willing to work in night shift/weekends/holidays for special events such as Campaign or Projects required
ITIL certificate as a Plus
Ability to take ownership of internal tasks and service implement
2+ years of experience in IT Operations/Service Desk/ IT Support. On-the-job training will be provided during 1st month.
Share best practices with other team members to enhance the quality and efficiency of support services.
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.
Fluent in English – both verbal and written.
Ability to communicate the status of tickets in a clear, accurate, and concise manner.
Effectively interact with various teams to provide solutions to complex technical issues.
Bachelor’s Degree in Computer Science or related field preferred.
Identify the potential issues and escalate them to relevant tech teams to prevent them.
Ability to work independently with minimal supervision.

Plenty of career growth opportunities, and a personal development system for both specialists and managers.
Flexible Working Arrangement
Macbook provided
Comfortable working hours in the office, no dress code
Premium medical insurance for you and your family (Critical Illness Insurance included)
Strong ownership, teamwork and dynamic culture
Attractive package, receive a full salary in the probation period

Cập nhật gần nhất lúc: 2022-10-06 09:32:04