Senior Technical Support Executive - Digital Services

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