Implementation and Technical Support Specialist CLIENT Service

⚡ 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.

• 💜 We care about people #PEOPLE FIRST
• 📣 We dare to share #OPEN COMMUNICATION
• 🤗 We embrace change #ADAPTABILITY
• 🤝🏻 We go the extra mile #GO BEYOND

The Implementation & Technical Support Specialist is a hybrid role dedicated to the end-to-end success of D-EDGE customers. You are responsible for the seamless technical activation of the D-EDGE Suite (Implementation) and providing high-level technical resolution for existing clients (Technical Support). As a key member of the Client Service team, you act as the face of the company during the critical first phase of the customer journey and remain their primary technical advocate for troubleshooting and platform optimization.

• Own the end-to-end activation process for all D-EDGE products, ensuring strict adherence to guidelines, checklists, and SLAs.
• Collaborate with Sales and Account Managers to build the client’s ecosystem, including room/rate configuration and connectivity setups.
• Set-up products included in the contract for the clients
• Define implementation timelines and record all activation statuses accurately within Salesforce CRM.
• Log tickets properly in Salesforce CRM for all issues encountered during activation/implementation in order to help the Level1 with the resolution.
• Design and lead bespoke training sessions (online or on-site) to empower customers and increase their autonomy on the D-EDGE platform.
• Keep up with D-EDGE products and features evolutions well as the market trends in the industry.
• Handle the client’s complaints and interact with the assigned Account Manager

• Serve as the primary contact for technical requests, maintaining high availability (answering calls within 30 seconds) and a professional "D-EDGE" welcome.
• Create / Take ownership of cases in Salesforce proactively
• Investigate, reproduce, and solve technical issues (e.g., over bookings, inventory discrepancies, or price synchronization) with a focus on speed and clarity.
• Proactively manage the lifecycle of a case in Salesforce, from initial logging to resolution or escalation.
• Perform deep-dive diagnostics (logs, reporting tools) before escalating complex issues to Level 2/R&D, ensuring a clear information trail is provided.
• Handle client complaints with empathy and coordinate closely with Account Managers to ensure long-term satisfaction.
• Train, mentor and shadow Junior colleagues, use acquired experience and knowledge to guide the junior agents.

• Salesforce Individual : total of open/closed cases Team : CS total open cases/case age
• Talk desk (Number of answered/missed calls/SLA 30sec)
• Satisfaction surveys
• Internal case audit
• Consistency and quality of training sessions

• System Investigation:
  Ability to read logs, use reporting tools for planning history, and accurately reproduce bugs in a test environment.
• Data Gathering:
  Expert at analyzing problems to obtain essential information (examples, timestamps, screenshots) required for deep-dive investigation.
• Technical Knowledge:
  Rapidly develop and maintain an excellent understanding of D-EDGE solutions and industry update processes (PMS, IDS, GDS).
• Problem-Solving:
  Strong analytical skills with a "detective" mindset to identify the root cause of complex technical issues.

• Stakeholder Communication:
  Outstanding written and verbal skills;…