Senior Technical Support Engineer - Customer Experience

Ninjavan; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

Ninja Van is seeking a customer support professional to act as the customer-facing frontline, addressing issues and collecting feedback to ensure satisfaction and retention. You will work closely with the tech team to resolve incidents, while mentoring junior members and driving continuous improvement across processes.

The role requires 3 years of experience in a similar function, strong problem-solving abilities, and fluency in English and Bahasa Indonesia.

Qualifications

• 3 years of experience in a similar function or role.

Responsibilities

• Provide strong technical support through email, chat, web meetings, and phone.
• Communicate production incident impacts and propose solutions.
• Troubleshoot and resolve complex technical problems.
• Coordinate with Tech team to reproduce and fix issues.
• Document troubleshooting steps and resolutions; prepare weekly reports.
• Mentor junior team members and foster collaboration.

Skills

Problem-solving

Time management

Collaboration

Continuous improvement

English communication

Bahasa Indonesia communication

Education

CS degree (or related field)

Job description

Ninja Van is seeking a customer support professional to act as the customer-facing frontline, addressing issues and collecting feedback to ensure satisfaction and retention. You will work closely with the tech team to resolve incidents, while mentoring junior members and driving continuous improvement across processes.

The role requires 3 years of experience in a similar function, strong problem-solving abilities, and fluency in English and Bahasa Indonesia.