Senior Tech Support Lead — Customer Experience & Incidents

Ninja Van; Jakarta Pusat; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Ninja Van is seeking a Customer Support/Technical Support role in Jakarta to act as the customer-facing frontline, resolving technical issues and gathering feedback to improve the service. The position emphasizes effective communication, root-cause analysis, and collaboration with engineering to deliver a seamless customer experience.

Responsibilities include incident impact communication, troubleshooting complex problems, mentoring juniors, and producing weekly problem-resolution reports.

Qualifications

• 3 years of experience in a similar function.
• Strong problem-solving and troubleshooting abilities.
• Time management and prioritization skills.
• Collaborative team player with cross-functional problem-solving experience.
• Educational background in computer science or related field is advantageous.
• Fluent in English and Bahasa Indonesia.

Responsibilities

• Provide strong technical support via multiple tools (email, chat, web meetings, phone).
• Communicate accurate impacts of production incidents and suggest solutions.
• Troubleshoot and resolve complex issues in a technical environment.
• Work closely with the Tech team to reproduce and resolve customer issues.
• Conduct root cause analysis for process and product improvements.
• Support user testing including reviewing test plans and responding to inquiries.
• Ensure proper documentation and clear communication between team members, end users, and vendors.
• Track troubleshooting steps, resolutions, and best practices.
• Prepare weekly reports on user problems vs resolutions.
• Inspire and motivate the team, providing guidance and fostering collaboration.
• Mentor junior team members.

Skills

Problem-Solving

Troubleshooting

Time Management

Collaboration

Communication

Education

Bachelor's in Computer Science or related field

Job description

Ninja Van is seeking a Customer Support/Technical Support role in Jakarta to act as the customer-facing frontline, resolving technical issues and gathering feedback to improve the service. The position emphasizes effective communication, root-cause analysis, and collaboration with engineering to deliver a seamless customer experience.

Responsibilities include incident impact communication, troubleshooting complex problems, mentoring juniors, and producing weekly problem-resolution reports.