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):
- Assist merchants to onboard smoothly with ESB Products, managing data migration, preparation meetings, and tailoring product usage scenarios to match their specific operational needs.
- Setup ESB products on-site at the merchant's location with high precision and operational readiness.
- Conduct training sessions with genuine empathy, ensuring users from diverse backgrounds can comfortably understand and operate the system.
- Gather honest and transparent feedback on product usage to be escalated as valuable enhancement requests to the product team.
- Handle escalated complaints and technical issues from the customer care team with a patient, empathetic, and customer-first approach.
- Execute all implementation tasks efficiently, demonstrating the agility to adapt quickly to dynamic on-site situations and client needs.
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.
