Senior Technical Support Lead – Digital Services

Ninja Van

Jakarta Utara

On-site

IDR 120,000,000 - 220,000,000

Full time

7 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Ninja Van is seeking a Senior Technical Support Executive for Digital Services in Indonesia. You will be the customer-facing front line, addressing issues, collecting feedback, and ensuring customer satisfaction to support retention and upsell opportunities.

Join a tech-enabled logistics team that values problem solving, cross-functional collaboration, and continuous improvement in an agile environment.

Qualifications

3 years of experience in similar function.
Strong problem-solving and troubleshooting skills.
Time management and prioritization to handle multiple requests.
Collaborative mindset with cross-functional teams.
Continuous improvement mindset in an agile environment.
Educational background in computer science or related field is an asset.
Proficient in English and Bahasa Indonesia.

Responsibilities

Provide strong technical support via email, chat, web meetings, and phone.
Communicate impacts of production incidents and propose solutions.
Troubleshoot and resolve complex technical issues.
Work with Tech team to reproduce and resolve customer issues.
Provide root-cause analysis for service improvements.
Support user testing and respond to user queries.
Ensure documentation and clear communication among team members and stakeholders.
Maintain logs of troubleshooting steps and resolutions.
Prepare weekly reports on user problems vs resolutions.
Mentor junior team members and foster a collaborative environment.