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.
ImplementationManage 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 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.
Act as a senior point of contact for complex technical support requests.
Investigate, reproduce and resolve complex technical issues including over bookings, 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.
Act as a technical reference point and subject matter expert within the team.
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