Job Template Client Service APAC

Job Template Client Service APAC Join D-EDGE as Senior Implementation & Technical Support Specialist and drive seamless hotel onboarding and expert tech support, in a global, people-first team. ⚡ 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 Department CLIENT SERVICE Role Implementation and Technical Support Locations Jakarta Remote status Hybrid Employment type Full-time