Technical Support Helpdesk

Get to know our Team:

When you're an engineer at Grab, you are part of the heart and soul of the company. Our passion is anchored in the work that we do, and this is reflected in the impact we make on millions of lives on a daily basis. Our team is empowered by creating amazing services and tools that serve millions of passengers, driving partners, and fellow grabbers.

The day-to-day activities :

• Working shifts (24/7)

• Responsible in 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

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The must haves :

• Must have at least 1 year experience related to support 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 languages such as Bahasa, Chinese, and Tamil (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

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Skill Sets :

• 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

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