Job Description

Company Description

Overview

Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to inspire the world to start selling, and to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Cho Tot, Laku6, Mudah.my, OneShift, Ox Luxe, Ox Street, and Refash, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments and Sequoia Capital India.

As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell. Our culture is made up of hiring, developing, and promoting people who embody our values of HEART, which is an acronym for Humility, Empathy, Accountability, Relentlessly resourceful and Teamwork. Together as an organisation, we make magic happen.

About Mudah

Mudah.my Sdn. Bhd is Malaysia\'s largest digital platform for selling and finding almost anything - from Cars to Cameras, Properties to Pets, Mobile phones to Motorcycles, Treadmills to Textbooks, Bicycles to Beds, Guitars to Golf sets, Plants to Printers, Watches to Washing machines, Tyres to Tablets, Dresses to Drums, Shoes to Shops, Collectibles to Computers, Jobs and more - Semua Pun Mudah! Mudah\'s mission is to democratize commerce by empowering everyone, especially individuals and budding entrepreneurs, with a platform of equal opportunity.

• Check Zendesk for Tech Support related issues. Provide support to internal teams for escalations.
• Provide support to the Quality Engineering team in terms of testing.
• Ability to work with the Customer Experience team in troubleshooting technical issues reported by customers.
• Establish and assert proper escalation process and guidelines
• To provide training to new joiners and refreshers to existing teams in relation to the process.
• To create and maintain tech support related documents on JIRA and Confluence.
• Communicating with the right development team and assisting with testing to troubleshoot.
• To communicate with customers to further troubleshoot and identify the steps to the root cause of the issue.
• Working with the product team on the curation of the issues reported monthly.

Qualifications

• Technical Support experience.
• Good communication skills and ability to work collaboratively with other departments.
• A minimum of 2 years experience in technical support (added advantage).
• Experience with testing on multiple desktop/mobile platforms.
• Knowledge and familiarity of JIRA/Confluence/Zendesk would be an added advantage.

Additional Information

The Tech Support Engineer is responsible for escalating issues reported by customers on production, informing the relevant stakeholders, helping curate the types of issues commonly reported and to help identify issues which may require more immediate attention.

Ideally, you have an inquisitive mind and love to help customers resolve their issues and further improve on testing and communication skills.

Above all, you should be able to identify daily workflow, be independent and proactive in communication with stakeholders and to the reporting manager.

By proceeding with your application, you are adhering to our PDPA policies. In case you are interested to know more, read about our .

Carousell