Client Service, APAC

Jobtailor; Jakarta Pusat; On-site; IDR 167,400,000 - 301,320,000; Full time

Job summary

Jobtailor in Jakarta is seeking an experienced Implementation & Technical Support specialist to manage end-to-end activations of D-EDGE products. You will ensure on-time delivery, configure product setups, and maintain Salesforce case tracking while collaborating with Sales and Account teams to align on customer requirements.

You will also lead training sessions, troubleshoot complex issues, mentor junior staff, and contribute to knowledge bases.

Qualifications

• Proven experience in end-to-end implementations and technical support.
• Strong Salesforce CRM knowledge and data analysis skills.
• Professional proficiency in Bahasa Indonesia and English is required.
• Experience mentoring junior colleagues is advantageous.
• Knowledge of PMS, GDS, OTAs and connectivity is beneficial.

Responsibilities

• Manage end-to-end activation process for D-EDGE products.
• Deliver implementations accurately, on time and within SLAs.
• Collaborate with Sales and Account Managers on handover and requirements.
• Configure D-EDGE products, including room/rate setup and connectivity.
• Define implementation timelines and update Salesforce accordingly.
• Lead customer training sessions online and on-site.
• Identify and resolve technical issues during implementation.
• Escalate complex cases to Level 2 Support or R&D with documentation.
• Mentor junior Implementation & Technical Support Specialists.

Skills

Salesforce CRM Expert

Complex Technical Issue Resolution

Customer Training Delivery

Hospitality Technology Knowledge

Mentoring and Coaching

Tools

Salesforce CRM

Google Workspace

Microsoft Excel

Reporting Tools

D-EDGE Suite

Job description

• Manage the end-to-end activation process for D-EDGE products


• Deliver implementations accurately, on time and in line with company guidelines and SLAs


• Manage complex implementations involving multiple products, connectivity requirements or customer configurations


• Collaborate with Sales and Account Managers on customer handover and requirements


• Configure D-EDGE products, including room/rate setup and connectivity configurations


• Define implementation timelines and maintain activation statuses in Salesforce CRM


• Identify and resolve technical issues during implementation and coordinate escalations


• Lead customer training sessions online and on-site


• Support colleagues with complex implementation questions and share knowledge and best practices


• Handle implementation-related customer concerns with Account Managers


• Investigate, reproduce and resolve complex technical support issues including overbookings, inventory discrepancies, rate synchronisation and connectivity issues


• Own Salesforce cases through resolution and proactively manage ageing cases


• Perform in-depth investigations using logs, reporting tools and other resources


• Escalate cases to Level 2 Support or R&D with complete documentation


• Work with Level 2 Support, R&D, Product teams and external partners to resolve complex issues


• Support Account Managers with technical input for complaints and sensitive customer situations


• Identify recurring technical issues and share findings with internal teams


• Act as technical reference point and subject matter expert


• Mentor junior Implementation & Technical Support Specialists through coaching, case discussions and shadowing


• Assist with onboarding and training new team members


• Contribute to knowledge bases, documentation and process improvements


• Keep up to date with D-EDGE product developments and hospitality technology trends


• Build relationships with Sales, Account Management, Product, R&D and regional Client Service teams


• Coordinate with PMS providers, distributors and connectivity partners


• Communicate technical information clearly to stakeholders and customers


• Support complex customer situations as a senior escalation point


• Meet KPIs covering Salesforce performance, implementation delivery, technical case resolution, Talkdesk performance, customer satisfaction, audits, training quality and team contributions

Requirements

• 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


• 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


• 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


• Proactive team player 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


• 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

Core Competencies

Demonstrates expertise in managing complex implementations and technical support within the hospitality technology ecosystem, with a strong focus on customer success and effective communication. Proficient in Salesforce CRM and capable of mentoring junior team members while maintaining high service levels.

Highest-signal resume keywords

• Salesforce CRM Expertise


• Complex Technical Issue Resolution


• Customer Training Delivery


• Hospitality Technology Knowledge
  
• Mentoring and Coaching

ATS Optimization Keywords

Hard Skills

• Implementation Management


• Technical Support


• Troubleshooting


• Data Analysis


• Configuration Management

Soft Skills

• Excellent Communication


• Customer Service Mindset


• Attention to Detail


• Problem-Solving


• Team Collaboration

Industry Keywords

• Hospitality Technology


• PMS


• GDS


• OTAs


• B2B Technology

Tools & Technologies

• Salesforce CRM


• Google Workspace


• Microsoft Excel


• Reporting Tools


• D-EDGE Suite