Senior Technical Support Executive, Digital Services

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 a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.

The Digital Services team provides e-commerce sellers with a suite of digital tools that automates and optimizes the most challenging aspects of the e-commerce process, allowing users to streamline order fulfillment and manage customer experience across various digital channels and platforms, integrating it with our delivery services to create a hassle-free experience.

Acting as the customer-facing frontline for the business, the role is an important conduit for communication with customers when addressing issues, collecting feedback, and ensuring customer satisfaction. This role is key to customer retention and opportunistic upselling of other services.

Responsibilities

• Provide strong technical support service through various support tools (email/online chat/web meeting/phone call)
• Communicate accurate impacts of production incidents and recommend solutions to production problems
• Efficiently troubleshoot and resolve complex problems in a technical environment
• Work closely with the Tech team to reproduce and resolve customer issues
• Investigate system problem and provide root cause analysis for further improvement
• Support user testing including review of test plan and be responsive to user queries, request for assistance
• Ensure proper documentation, coordination and communication between team members, end users, department users, project team members and vendors.
• Keeping track of troubleshooting steps, resolutions, and best practices
• Prepare weekly report on consolidated user problem vs resolution
• Ability to inspire and motivate others, provide guidance, and foster a collaborative team environment
• Responsible for mentoring and guiding junior team members

Requirements

• 3 years of experience in similar function
• Problem-Solving and Troubleshooting Skills: this involves the ability to analyze problems, identify root causes, and develop effective solutions.
• Time Management and Prioritization: the ability to prioritize tasks based on urgency, customer impact, and business needs
• Collaboration and Teamwork: foster positive working relationships and drive efficient cross-functional problem-solving
• Continuous Improvement Mindset: the desire for self-improvement and a commitment to continuous learning in agile working environment
• Educational background in computer science or other fields of science will be an added advantage
• Ability to communicate in English & Bahasa Indonesia