Overview
Product Support Jobs in Malang, East Java, Indonesia at Shipper
Title: Product Support
Company: Shipper
Location: Malang, East Java, Indonesia
Company Description
Shipper is Indonesia’s top digital logistics company, dedicated to providing end-to-end supply chain solutions for e-commerce businesses and enterprises since 2017. With services spanning over 30 cities nationwide, Shipper manages more than 200 warehouse spaces and partners with over 40 esteemed logistics providers. Backed by a robust team of over 1,000 professionals, Shipper is committed to delivering efficient, scalable, and innovative logistics tailored to diverse client needs. Join our mission to revolutionize logistics and enable seamless operations across Indonesia. Learn more at Shipper.
Role Description
This full-time, on-site Product Support role is based in Malang/Jakarta (Preferably female). As a Product Support, you will work closely with customers to address their inquiries and resolve issues, ensuring a positive user experience. Your primary responsibilities include addressing customer queries, ensuring product functionality, and providing fast and effective technical support. You will collaborate with internal teams to improve customer satisfaction and identify potential product improvements.
Qualifications
1.Issue Management & Documentation
- Troubleshooting: Solve daily technical issues and perform root cause analysis.
- Documentation: Maintain FAQs, "How-to-Solve" guides, and Escalation Documents.
- Strategic Analysis: Draft Initiative Documents for recurring issues and manage workflow visualizations (User Stories, Mind Maps).
2.Priority Client Review
- Monitoring: Conduct regular checks and reporting for hyper-care/priority clients.
- Coordination: Liaise with Account Managers (AM) for urgent escalations.
- Tracking: Monitor daily/shift resolution throughput and categories.
3.Product Support & Governance
- Technical Docs: Draft PRD, TRD, API docs, Database schemas, and Release Notes.
- User Enablement: Create User Guides, video tutorials, and conduct user training (Socialization).
- Admin & Control: Manage system access/roles and maintain Master Document Logs.
- Optimization: Assist Product Teams in E2E flow analysis and process improvements.
Requirements
- Technical: Familiar with APIs, Databases, Cron Jobs, and Integrations.
- Writing: Skilled in creating technical (PRD/TRD) and non-technical manuals.
- Soft Skills: Detail-oriented, analytical, and strong cross-divisional communication.
- Flexibility: Willing to work in shifts.
- Bonus: Proficiency in Automation Testing.
