Lazada Tech Hub

Overview of job

Lazada TechHub Vietnam:

The Vietnam TechHub is an integral part of the Lazada ecosystem across South East Asia, providing mission critical services and solutions that affect our millions of buyers and sellers. Our TechHub in Vietnam is also increasingly important to Alibaba as several business units are built up to support Alibaba’s global expansion. The TechHub is a thriving business centre with a fantastic mix of local and international employees. We take great pride in providing our team members with a dynamic and engaging work environment where everyone has the opportunity to learn and develop their careers.

Job Summary:
The Support Analyst will be responsible for providing resolution to issues involving the entire e-commerce platform. The technical support provided will be done via email, phone and web interface. Daily work includes, but not limited to, supporting case escalations, management of caseload, updating case activity, monitoring case age, documentation and knowledge transfer for known issues.

The overall goal is to drive issues to resolution as quickly and efficiently as possible. You may be required to evaluate and prepare solution reports and help to create an extensive knowledge base containing scenarios and issues related to a the company’s e-commerce platform.

Class "A” office in Ho Chi Minh City.
Medical insurance from the first day.
Comfortable working hours in the office.
Bi-annual performance review.
Bonus system based on results of performance.
Caring and respectful HR team.
Powerful workstations and various software licenses (Mac / Winbook to your liking).
Daily snacks, chill-outs and of course high-quality coffee.
Personal development system for both specialists and managers.
Choice of hackathons, meetups and other entertainment activities.
Opportunity to become public speaker in technology and take part in industry conferences – for top performers.
Work in the international environment.
Open office culture.
No dress code.

Manage a diverse and complex scope of support issues directly related to the use, support and implementation of the company’s e-commerce platform.
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.
Ability to communicate incident status in a clear, accurate and concise manner.
Share best practices with other team members to enhance the quality and efficiency of support services.
Effectively interact with various teams to provide solutions to complex technical issues.
Ability to work independently with minimal supervision
Able to work under pressure and keep calm in crisis situations.
Ability to explain technical concepts to non-technical users
At least 1 year working experience in IT software support, IT analyst consultant or equivalent role
Bachelor’s Degree in Computer Science or related field preferred.
Fluent in English - both verbal and written communications.
Must be willing to work in night shift/weekends/holidays when required.