Product Implementor (Outlet) - Pontianak
PT Esensi Solusi Buana (ESB)
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Job Description
About the Role:
As a Product Implementor, you will be responsible for providing a seamless onboarding experience to our customers, acting as a trusted bridge between our product and the merchant. We are looking for someone who can guide users with empathy, deliver honest and transparent support, and navigate the high mobility of the field with outstanding agility.
What you’ll do (Responsibilities):
- Assisting merchants to onboard smoothly with ESB Products, including data migration, preparation meetings, and tailoring product usage scenarios.
- Setup ESB products on-site at the merchant’s location with high precision and operational readiness.
- Conduct training sessions with Empathy, ensuring diverse users can comfortably understand and operate the system.
- Gather honest feedback on product usage to be escalated as enhancement requests to the product team (Honesty).
- Handle escalated complaints, issues, and questions from the customer care team with a patient, customer-first approach (Empathy).
- Execute all implementation tasks and assignments efficiently, adapting quickly to on-site dynamics (Agility).
Requirements
What capabilities you’ll need (Requirements):
- D3 or Bachelor’s degree in Management, Information Technology/System, or a related field.
- Experience with Hardware, OS (Windows/Linux), and Networking.
- Strong interpersonal and communication skills built on Honesty and transparency.
- High Empathy to work effectively under pressure, support team members, and handle diverse merchant behaviors.
- Willing to work in a 24/7 shift system and manage high-mobility tasks with high Agility.
- Strong analytical and problem-solving skills to navigate unpredicted issues on the field.
- Open to frequent travel and thriving in an agile, fast-paced environment.
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Established in 2018, ESB is Indonesia’s leading restaurant technology company, empowering the food and beverage industry with innovative, integrated, and easy-to-use digital solutions.
Our comprehensive ecosystem enables businesses to seamlessly manage every aspect of their F&B operations—from front-of-house to back-of-house—so they can focus on what truly matters: delivering great experiences and growing their business.
Whether you operate a small food stall, a bustling café, a cloud kitchen, or a nationwide restaurant chain, ESB provides a unified platform that simplifies operations, enhances efficiency, and drives performance.
Today, ESB proudly partners with some of Indonesia’s most prominent and fast-growing brands, including Starbucks, The People's Cafe, Bakerzin, Kimukatsu, and countless viral restaurants, cafés, and coffee shops across the nation.
At ESB, we live by our core values of Honesty, Empathy, and Agility—building technology with integrity, understanding our customers’ challenges, and adapting swiftly to an ever-changing industry landscape.
Join a growing, fast-paced, and dynamic technology company that’s shaping the future of Indonesia’s F&B industry.
It’s time to grow, learn, and make an impact with us.
#GrowingWithESB
