Senior Technical Support Executive, Digital Services

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 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