The posting
⚡ ABOUT D-EDGE
Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.
🚀 Every day, we help more than 17,000 hotels worldwide to develop their online visibility and sales through leading-edge cloud-based e-commerce solutions. As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.
📊 D-EDGE Is the European No1 and World No3 hotel distribution technology provider in hospitality. With a team of more than 500 experts located in over 20 countries, D-EDGE provides localized support, services, and tools. With its global network of 500+ partners, D-EDGE’s ever-expanding ecosystem is a positive place to do business and grow.
At D-EDGE we are driven by these 4 key values:
💜 We care about people #PEOPLE FIRST 📣 We dare to share #OPEN COMMUNICATION 🤗 We embrace change #ADAPTABILITY 🤝🏻 We go the extra mile #GO BEYOND
🎯 WHAT YOU'LL DO
The Senior Implementation & Technical Support Specialist is a senior member of the Client Service team, responsible for managing complex customer implementations and providing advanced technical support to D-EDGE customers.
You will act as a technical reference point within the team, supporting complex cases, guiding junior colleagues and helping ensure that customers receive a smooth and high-quality experience throughout implementation and ongoing support.
You will work closely with Sales, Account Managers, Level 2 Support, R&D and external partners to investigate and resolve technical issues, deliver successful implementations and continuously improve customer service processes.
Primary responsibilities
Implementation
- Manage the end-to-end activation process for D-EDGE products, ensuring implementations are delivered accurately, on time and in line with company guidelines and SLAs.
- Manage more complex implementations involving multiple products, connectivity requirements or customer configurations.
- Collaborate with Sales and Account Managers to ensure a smooth customer handover and understand customer requirements.
- Configure D-EDGE products, including room/rate setup and connectivity configurations.
- Define and manage implementation timelines and ensure all activation statuses are accurately maintained in Salesforce CRM.
- Identify and resolve technical issues during implementation and coordinate with the relevant internal teams when escalation is required.
- Lead customer training sessions, both online and on-site, and ensure customers are confident using the D-EDGE platform.
- Support colleagues with complex implementation questions and share knowledge and best practices.
- Handle implementation-related customer concerns and coordinate with Account Managers to ensure a positive customer experience.
Technical Support
- Act as a senior point of contact for complex technical support requests.
- Investigate, reproduce and resolve complex technical issues including overbookings, inventory discrepancies, rate synchronisation and connectivity issues.
- Take ownership of cases in Salesforce and proactively manage them through to resolution.
- Perform in-depth investigations using logs, reporting tools and other available resources before escalating issues to Level 2 or R&D.
- Ensure escalated cases contain clear and complete information, including examples, timestamps, screenshots, investigation steps and findings.
- Work closely with Level 2 Support, R&D, Product teams and external partners to drive complex issues to resolution.
- Monitor and follow up on ageing cases to ensure timely resolution and maintain service levels.
- Support Account Managers with technical input when handling customer complaints or sensitive customer situations.
- Identify recurring technical issues and proactively share findings with the relevant internal teams.
Knowledge Sharing & Team Support
- Act as a technical reference point and subject matter expert within the team.
- Support and mentor junior Implementation & Technical Support Specialists through coaching, case discussions and shadowing.
- Share product knowledge, troubleshooting techniques and best practices with colleagues.
- Assist with onboarding and training of new team members.
- Contribute to internal knowledge bases, documentation and process improvements.
- Keep up to date with D-EDGE product developments, new features and hospitality technology trends.
Stakeholder Management
- Build strong working relationships with Sales, Account Management, Product, R&D and regional Client Service teams.
- Coordinate with third-party partners, including PMS providers, distributors and connectivity partners, to resolve technical issues.
- Communicate technical information clearly and professionally to both internal stakeholders and customers.
- Support the team in resolving complex customer situations and act as a senior escalation point when required.
KPIs
- Individual Salesforce performance: open/closed cases, case ageing and SLA compliance.
- Implementation delivery within agreed timelines and quality standards.
- Resolution of complex technical cases and effective escalation when required.
- Talkdesk performance, including answered/missed calls and 30-second SLA.
- Customer satisfaction survey results.
- Internal case and quality audits.
- Quality and consistency of customer training.
- Contribution to team knowledge sharing, mentoring and process improvements.
Skills and Competencies
Technical & Analytical Proficiency
- Strong ability to investigate and troubleshoot complex technical issues using logs, reporting tools and test environments.
- Excellent analytical and problem-solving skills with a strong root-cause approach.
- Good understanding of hospitality technology and connectivity, including PMS, IDS, GDS, OTAs and related systems.
- Ability to understand complex technical issues and translate findings into clear and practical solutions.
- Strong attention to detail and ability to work effectively under pressure.
Communication & Client Management
- Excellent written and verbal communication skills.
- Ability to explain technical concepts clearly to non-technical customers and hotel users.
- Strong customer service mindset with the ability to handle complaints and challenging situations professionally.
- Confident in communicating and coordinating with third-party technology and connectivity partners.
Teamwork & Knowledge Sharing
- Proactive team player who is willing to support and mentor colleagues.
- Able to share knowledge and provide guidance on complex cases and implementations.
- Comfortable working independently while knowing when to seek support or escalate.
- Strong sense of ownership and accountability.
Workflow & Information Management
- Highly organised with the ability to manage multiple implementations and support cases simultaneously.
- Strong knowledge of CRM case management and implementation tracking.
- Proactive in researching and contributing to internal knowledge bases and documentation.
- Follows escalation procedures and ensures cases are properly documented before escalation.
Experience, Tools & Specialist Knowledge
- Minimum 3–5 years of experience in Implementation, Technical Support, Customer Success or a similar client-facing technical role, preferably within a B2B technology or hospitality environment.
- Previous experience in the hospitality technology ecosystem is highly preferred, including Hotels, PMS, CRS, GDS, IDS, OTAs or connectivity providers.
- Previous experience mentoring, coaching or supporting junior colleagues is an advantage.
- Strong working knowledge of Salesforce CRM, Google Workspace and Microsoft Office, particularly Excel.
- Ability to quickly develop and maintain strong knowledge of the D-EDGE Suite and its product developments.
- Experience delivering customer training or technical workshops is highly valued.
- Professional proficiency in Bahasa Indonesia and English is required.
- Willingness to work occasional weekends or public holidays as part of the regional support rotation when required to maintain service levels.
What success looks like
- Complex customer implementations are delivered smoothly, accurately and within agreed timelines.
- Technical issues are investigated thoroughly and resolved efficiently, with appropriate escalation when required.
- Customers receive clear, professional and effective technical support.
- Junior colleagues benefit from the Senior Specialist's experience, guidance and knowledge.
- The Senior Specialist acts as a trusted technical reference point within the team.
- Knowledge, documentation and processes are continuously improved to strengthen the overall Client Service operation.
💜 WHY YOU WILL LOVE US
By joining us, you’ll find more than just a job — you'll discover a stimulating environment, a committed team, and a culture driven by innovation :
🤝 A caring and inclusive culture : respect, transparency, and autonomy every day. 🚀 A strong product vision powered by dedicated R&D. 🌱 A real commitment to responsibility 🌐 An international work environment : 45 nationalities, offices in 20+ countries. 📈 Genuine growth opportunities : Internal mobility, ongoing training, and tailored career paths.
Explore our Culture Book today and see if D-EDGE is the right fit for your career aspirations!
D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.
RECRUITMENT PROCESS :
Screening Interview with HR, APAC
Interview with Team Lead and Regional Head
Interview with MD or Head of HR
