Technical Support Intern, Digital Services

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about 2 months old

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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 the best end to end solution in the market. 

The role is an important conduit for communication with customers when addressing issues, collecting feedback and ensuring customer satisfaction and 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, requests 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

    • Requirements

  • Language Requirements: English, Bahasa Malaysia
  • Able to commit for 3-6 months full-time internship
  • Ability to analyze problems, identify root causes, and develop effective solutions
  • Ability to prioritize tasks based on urgency, customer impact, and business needs
  • Foster positive working relationships and drive efficient cross-functional problem-solving
  • Educational background in computer science or other field of science will be an added advantage
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