Care Line Support (Outlet) - Semarang

PT Esensi Solusi Buana (ESB); Kota Semarang; On-site; IDR 44,640,000 - 100,440,000; Full time

Job summary

ESB Indonesia, a leading restaurant technology company, is seeking a Care Line Support specialist to resolve customer issues related to ESB products. You will provide empathetic, honest, and agile support through messaging or phone, ensuring clear communication.

Join a fast-paced team in Semarang to handle tickets, coordinate schedules, and contribute to product improvements based on customer feedback. Candidates with IT-related degrees and hardware/OS/network experience are encouraged to apply.

Qualifications

• SMK/D3/Bachelor in IT/Management or related field.
• Experience with Hardware, OS (Windows/Linux), and Networking.
• Ability to explain complex technical concepts simply.

Responsibilities

• Provide courteous answers and solutions for ESB product issues via messaging or phone.
• Proactively follow up on open tickets to ensure client satisfaction.
• Handle ticketing system and track issues to closure with accuracy.

Skills

Hardware experience

Windows/Linux OS

Networking

Technical communication

Problem solving

Empathy

Adaptability

Leadership

Team collaboration

Education

SMK/D3/Bachelor in IT/Management

Job description

Care Line Support is responsible for resolving and coordinating customer issues related to ESB products. This role requires empathy in understanding customer needs, honesty in providing solutions, and agility in responding to customer and team needs while maintaining excellent service quality.

What You’ll Do (Responsibilities)

• Courteously provide answers and solutions for technical or non-technical issues related to ESB products via messaging channels or phone calls, ensuring clear, accurate, and customer-focused communication.
• Proactively follow up on open tickets to ensure client satisfaction and build trust through responsive support.
• Handle the ticketing system and track each issue through to closure with accuracy and accountability.
• Manage and coordinate team schedules to provide optimal support coverage and respond effectively to changing operational needs.
• Ensure the team’s quality of service remains aligned with ESB’s service standards and customer expectations.
• Enhance team capabilities, including knowledge sharing, collaboration, and teamwork to deliver better customer support.
• Provide day-to-day reporting to managers and suggest product improvements based on customer feedback and experiences.

Requirements

What Capabilities You’ll Need (Requirements)

• SMK, D3, or Bachelor’s degree in Management, Information Technology/System, or a related field.
• Experience with Hardware, OS (Windows/Linux), and Networking.
• Mid to high technology savviness with the ability to explain complex technical concepts in a simple and easy-to-understand manner.
• Excellent communication and problem-solving skills, with the ability to provide honest and effective solutions.
• Calm and professional demeanor, strong interpersonal skills, detail-oriented, able to work under pressure, and a team player.
• Fast learner with the ability to adapt quickly and manage multiple priorities effectively.
• Strong empathy and customer-oriented mindset.
• Good leadership and coordination skills, with the ability to collaborate and support team success.

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

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