Application Support Admin
Location: Ratchathewi,Krung Thep Maha Nakhon,Thailand
How Will You Make an Impact?
You will serve as the first point of contact for e-commerce application issues and user requests, ensuring timely support and smooth business operations. You will investigate initial issues, coordinate with internal teams and external vendors, and track resolutions to minimize business disruption. You will also support system testing, user access management, and documentation to improve the overall user experience.
What You Will Do?
Receive, log, categorize, and prioritize issues and requests related to e-commerce applications and ERP systems through designated channels.
Gather relevant information, reproduce issues, and perform initial investigations to identify potential causes across user operations, data, systems, or external platforms.
Document issues with supporting evidence, including screenshots, order IDs, error messages, reproduction steps, and timestamps, before escalating them to the relevant teams or vendors.
Coordinate with users, system owners, development teams, and vendors to track issue resolution and provide regular status updates until closure.
Provide basic application support and usage guidance to internal users.
Monitor system abnormalities and promptly alert relevant teams, especially during major e-commerce campaigns such as 9.9, 11.11, and 12.12.
Maintain documentation of recurring issues, known issues, FAQs, and troubleshooting guidelines for team reference.
Participate in User Acceptance Testing (UAT) with development teams before new features or system changes go live.
Create user guides and provide system training to help internal users understand and use applications effectively.
Create, modify, and deactivate user accounts for employee onboarding and offboarding, ensuring access permissions follow company policies and the principle of least privilege.
What You Will Need?
A bachelor’s degree in business administration, computer science, or a related field.
At least 1 year of experience in e-commerce, such as e-commerce operations, customer support, or e-commerce helpdesk.
A good understanding of end-to-end e-commerce processes, including product listings, orders, payments, delivery, returns, and refunds.
Experience using the back-office systems of at least one marketplace or e-commerce platform, such as Shopee, Lazada, or TikTok Shop.
Strong observation and problem-solving skills, with the ability to ask the right questions and conduct structured initial investigations.
Good task prioritization and follow-up skills, with a strong sense of ownership in resolving issues.
Proficiency in Excel or Google Sheets.
An understanding of customer data protection and PDPA principles, including handling and sharing only necessary customer information when escalating issues.
A service-oriented mindset, patience, adaptability, and the ability to work under pressure and learn quickly.
Flexibility to provide remote support on weekends or during major e-commerce campaigns when required.