Technical Support Engineer

ShopBack

Manila City, Metro Manila
Permanent
Full-time

30 days ago
Apply easily

ABOUT USThe ShopBack Group is Asia-Pacific's leading shopping, rewards, and payments platform, serving over 40 million shoppers across 11 markets. In 2023, the Group expanded its offerings into Germany, signalling its entry into the European market.Driven by the vision to be the world's most rewarding way to shop, ShopBack is dedicated to saving members money and time, while delivering delightful experiences with every purchase. The platform also enables merchants and brands to engage with their members in a cost-effective manner.Founded in 2014, ShopBack now powers over US$4 billion in annual sales for over 20,000 online and in-store partners. Facilitating upwards of half a million transactions daily, ShopBack continues to provide value to both members and merchants through its innovative offerings. Notably, its payment solution, ShopBack Pay, offers members a convenient and rewarding payment option at checkout.Responsibilities

Monitoring issues and conducting daily quality control tasks
Define and improve internal processes and documentation while identifying opportunities for product improvements
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
Working with the product engineering team to fix issues in the most efficient way
Testing and reporting defects to enhance issue resolution lifecycle
The team provides 24/7 support in a Rotational Shift arrangement with multiple shift timings (including Public Holidays and Weekends).

Requirements

Experience in Mobile/Web app development and operations
Understanding of App/Web service issues and escalating incidents.
Knowledge of quality control and issue reporting and monitoring
Good analytical and problem-solving skills
Good communication skills with a strong customer focus
Skilled in office software and issue trackers like MS-Excel, Google Sheets, Jira, Confluence.

ShopBack