Senior Implementation And Technical Support Jakarta

D-Edge; Indonesia; On-site; IDR 200,880,000 - 312,480,000; Full time

Job summary

D-EDGE is seeking a Senior Implementation & Technical Support Specialist in Jakarta to lead complex customer implementations and provide advanced technical support for D-EDGE clients.

You will collaborate with Sales, Account Managers, Level 2 Support, R&D and partners to resolve issues, drive successful deployments and continuously improve service delivery. This is a senior role requiring strong technical and customer-focused mindset.

Responsibilities

• 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.

Job description

Senior Implementation and Technical Support Jakarta

Deskripsi Pekerjaan - Senior Implementation and Technical Support Jakarta

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.

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 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.