Job Description

Life at Grab At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia. Get to know the team The Tech Escalation Support team represents a single point of contact for issue escalation that is responsible to handle the end-to-end customer/consumer complaint journey. They will be looking at supporting Grabsupport and the operation team in day-to-day troubleshooting, tool requests, constantly looking into ways to improve efficiency. If you are looking for a fast phase environment and love challenges, you’ll be glad to join our team. Get to know the role We are looking for individuals who are capable of supporting various teams in Grab that have technical understanding, can communicate effectively with engineers, have the ability to coordinate incidents efficiently, and have a strong mindset in solving issues in a timely manner. We believe a successful candidate has two or more years of experience in similar roles, have analytical skills, knowledge of reporting tools, have a background in automation, and have strong knowledge of mobile functionality, but if you believe you have what it takes then we’d love to hear from you either way. This role is required because we have a large community in Grab and are driven to deliver excellent support. The Day-to-Day Activities

• Working shifts (24/7)
• Responsible for resolving technical issues and providing support to stakeholders via helpdesk tools provided
• Responsible in assist in monitoring and escalating issues related to reliability, stability and scalability of the system to engineering teams
• Resolve technical issues and /or provide workarounds that cannot be resolved through normal operations
• Collaborate with Engineering, Product Development, and Customer Service teams as required in order to drive long-term product improvements.
• Support the development and delivery of training programs and support documentation to other departments on new operation, maintenance, and troubleshooting procedures.
• Provide guidance to Engineering and Customer Service teams with the validation and deployment of new products and services to ensure trouble free application changes
• Responsible for generating reports and analysis

The Must-Haves

• Has two or more years of relevant working experience, and must have at least 1-year experience related to supporting or operations.
• Must have a strong understanding of support flows and procedures
• Must be familiar with working via online tools like Zendesk, Google Calendar, Web-based email, Slack, etc
• Must know how to debug basic mobile hardware and software issues and have experience in product support
• Must be fluent in both English and local native language such as Tagalog (will be an added advantage)
• Knowledge of customer service principles and practices
• Must be able to work independently and remotely.
• Must be able to work well under pressure
• Knowledgeable in mobile operating systems (iOS, Android)
• Excellent in problem-solving and troubleshooting skills on mobile hardware and software
• Ability to multi-task
• Good communication skills
• Preferably a degree in computer science, software engineering, information technology or related fields

The Nice-to-Haves

• Familiar with working via online tools like Jira, Tableau, Power Bi, Thunes

Our Commitment We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.