Description
Ninja Van is seeking a Senior Technical Support Executive to join the Digital Services team. The successful candidate will provide strong technical support service through various support tools, communicate accurate impacts of production incidents, and recommend solutions to production problems.
Responsibilities:
- Provide technical support service through email, online chat, web meeting, and phone call
- Communicate accurate impacts of production incidents and recommend solutions to production problems
- Troubleshoot and resolve complex problems in a technical environment
- Work closely with the Tech team to reproduce and resolve customer issues
- Investigate system problems and provide root cause analysis for further improvement
- Support user testing, including review of test plans and responsiveness to user queries
- Ensure proper documentation, coordination, and communication between team members, end-users, department users, project team members, and vendors
- Prepare weekly reports on consolidated user problems vs resolution
- Inspire and motivate others, provide guidance, and foster a collaborative team environment
- Mentor and guide junior team members
Requirements:
- 3 years of experience in a similar function
- Problem-Solving and Troubleshooting Skills
- Time Management and Prioritization
- Collaboration and Teamwork
- Continuous Improvement Mindset
- Educational background in computer science or other fields of science will be an added advantage
- Ability to communicate in English and Bahasa Indonesia