Technical Support Intern

Summary

The job is a 6-month full-time internship at ShopBack, a leading shopping platform in Asia-Pacific. The role involves monitoring issues, providing tier-2 support, escalating unresolved issues, updating self-help documents, testing and reporting defects, and having knowledge on mobile/web app development and operations.

Requirements

• Good analytical and problem-solving skills
• Good communication skills with a strong customer focus
• Knowledge on mobile/web app development and operations
• Understanding of App/Web service issues and escalating incidents
• Knowledge of quality control and issue reporting and monitoring
• Skilled in office software and issue trackers like MS-Excel, Google Sheets, Jira, Confluence
• Team player and able to work under pressure

Responsibilities

• Monitoring issues and conducting daily quality control tasks
• Provides tier-2 support for internal and external service applications with accuracy and promptness to meet SLAs
• Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
• Updating self-help documents so customers/employees can try to fix problems by themselves
• Testing and reporting defects to enhance issue resolution lifecycle

Benefits

• Career progression paths and opportunities to take on greater challenges that help you realise your ambitions
• Be part of a winning team on a journey to global scale
• Competitive compensation based on your performance
• Work-From-Anywhere benefit to enable you to thrive personally and professionally
• Candid, open, and collaborative culture where feedback is valued, for everyone to grow and improve every day