Platform Support Specialist

2 weeks ago

Kuala Lumpur, Malaysia ZALORA SOUTH EAST ASIA PTE LTD Full time

We are looking to fill the** Platform Support Specialist (Software Support) **position in our Product Management Team, located in Kuala Lumpur, Malaysia. You will work hand in hand with the Product Support Team, Technology Team, Commercial, and Operations Teams in the APAC region to help the company achieve operational excellence.

**Key Responsibilities**:

- ** Product Support**:

- Assess and triage incoming requests. i.e: Access management requests, change requests, incidents, bugs or systems issues.
- Lead and drive the **RCA** (Root Cause Analysis report), when it comes to major incidents on behalf of the product support team.
- Lead the **One Stop Solution** tech support domain - By tracking, responding, resolving and reporting issues to the Operation team and to the developers, for both internal and external parties.
- Ensure that support requests are handled (respond, escalate & resolve) within the agreed-upon Service Level Agreements (SLAs).
- Provide accurate information, assistance and set an expectation to the requester in product-related queries and problems.
- Alert and highlight to the stakeholders for any foreseen impacts when it comes to product issues/incidents.
- Collaborate with the team to meet and exceed performance targets.
- Work collaboratively with the Product Support Manager and fellow team members to achieve team goals, KPIs and objectives.
- ** Service Management - Application**:

- Configure, deploy and maintain Freshdesk (ITSM) & PagerDuty according to the business requirements.
- Design the flow of ITSM support, with the collaboration of other stakeholders for the company-wide usage.
- Fully utilized the technology within or associated with ITSM. (API, webhooks, automations, Statusportal).
- Build and produce accurate records of customer interactions and support activities. within Freshdesk to the stakeholders.
- Support as and when required for any changes, integration, and migration.
- ** Process Adherence**:

- Follow established support processes and procedures to deliver consistent and high-quality service.
- Escalate complex issues to the Product Support Manager or other stakeholders as needed, following established escalation guidelines.
- Help to elevate processes which will help to make every part of the support Process more efficient, faster and accurate.
- Educating and helping requesters by providing concise and quality information.
- ** Documentation & Continuous Learning**:

- Documentation - Build, sort and centralize the technical and non-technical writing on “how-to” resolve/troubleshoot, or system changes, for all product support domains.
- Stay up-to-date on product knowledge, policies, and procedures to provide well-informed support.
- Participate in ongoing training and development opportunities.
- ** Customer Advocacy**:

- Advocate for the customer's needs within the organization, providing valuable feedback to help improve our products and services.
- Bridge the gap between the internal and external parties, technically or business related matters.
- Build and lead the Net Promoter Survey (NPS) for continuous improvement for the product support team.
- ** Mindset and Attitude**:

- A friendly and approachable attitude, committed to fostering a positive work environment.
- A strong drive for excellence, always striving to deliver the highest level of service.
- A continuous learning mindset, open to new challenges, and ready to acquire new skills.
- Receptive to feedback and proactive in implementing it to enhance performance.

**Experience, Skills & Qualifications**:

- Minimum of **5 years** working experience as an **Application support**.
- Has working experience as an IT intermediator/ IT collaborators, in between the operation teams, stakeholders and the developers.
- Well versed in converting technical into the non-technical jargons, for the mass audience.
- Well versed in system development - i.e: Identifying bugs, product enhancements flow, app patches, version changes or app enrolment.
- Skilled in incident triage, preparing incidents for Engineering intervention, or independently making configuration changes as necessary.
- Understanding of IT system architecture and the ability to assess and diagnose issues that may spread across a wide net of systems is a must.
- Proficient in **logical thinking,** with the ability to understand system relations, process flows, and cause-and-effect relationships between systems.
- Strong** analytical and problem solving skills**, capable of critically evaluating situations and making data-driven decisions.
- Caring for **Process and Execution Excellence** - always finding ways to improve processes to work smarter not harder.
- A proactive and hands-on approach to managing and resolving complex issues.
- Effective communication and presentation skills.
- Self-motivated and adaptable, with a willingness to thrive in our agile environment and embrace our company culture.

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