Platform Support Specialist - Marketplace

at  ZALORA SOUTH EAST ASIA PTE LTD

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:

• Lead the Marketplace tech support domain - By tracking, responding, resolving, and reporting issues for the Operation team and to the developers, for both internal and external parties.
• Spearhead the seller onboarding to Zalora activity (technology side) and understands the full context of API integrations.
• Participate in Global initiatives/projects for the marketplace internal applications.
• Assess and triage incoming requests. i.e.: Support day-to-day marketplace operational activities (for all functions and features in Marketplace- API settings, updating seller details, SKU management, price management). And includes Incidents, bugs, systems issues, reports, access management requests, and change requests.
• Work closely with Marketplace Operations and Commercial teams for technology matters i.e: Operational issues due to technical topics, seller requests that requires technical advice, collaboration with the development team for system enhancements
• Support associate systems within marketplace tools.
• 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.

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 the 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 3-5 years working experience as an Application support (preferably experienced in onboarding sellers through the systems, understanding API technology, and familiar with the tech onboarding process).
• Proficient in ITSM and incident management applications (Freshdesk, JIRA, PagerDuty)
• Well-versed in converting technical into non-technical jargon, for the mass audience.
• Well versed in system development - i.e.: Identifying bugs, product enhancements flow, app patches, version changes, or app enrolment.
• 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.
• Experience with a global working environment.
• Familiar with warehouse operations is a bonus.
• 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.

Wonder how it’s like to build your career with ZALORA? Inspired by employees, we believe you’ll be in for:

• An exciting platform to make your success story
• Have the utmost care for your mental and physical wellbeing
• Flexibility weaved into your lifestyle
• A seamless work environment with a friendly & team-fueled culture
• Career growth aligned to your professional and personal needs and goals

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Please refer the Job description for details