Implementation & Technical Support Specialist – Japan Tokyo

⚡ 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

D-EDGE is looking for a proactive and customer-focused Implementation & Technical Support Specialist to join our Client Service team in Tokyo.

This hybrid role is responsible for ensuring the successful activation of D-EDGE solutions for new clients while also providing high-level technical support for existing customers. You will play a key role throughout the customer journey by delivering seamless implementations, resolving technical issues efficiently, and supporting clients in maximizing the value of the D-EDGE Suite.

The ideal candidate will have strong technical troubleshooting abilities, excellent communication skills, and a customer-first mindset. You should be comfortable working in a fast-paced international environment while collaborating closely with Sales, Account Management, Product, Development, and Support teams.

🦸‍♂️WHAT YOU'LL BRING

Responsibilities

Implementation

• Manage the end-to-end activation process for D-EDGE products while ensuring compliance with internal guidelines, checklists, and SLAs

• Collaborate with Sales and Account Managers to configure client ecosystems, including room/rate setup and connectivity configurations

• Set up products included in the client contract and ensure successful implementation

• Define implementation timelines and accurately track activation statuses in Salesforce CRM

• Properly log tickets and implementation issues in Salesforce CRM to support troubleshooting and resolution processes

• Conduct product training sessions online or onsite to support customer autonomy and product adoption

• Stay updated on D-EDGE product enhancements, features, and hospitality industry trends

• Handle client concerns and coordinate closely with the assigned Account Manager during implementations

Technical Support

• Serve as the primary contact for technical support requests while maintaining a high standard of responsiveness and professionalism

• Create and manage technical support cases proactively in Salesforce CRM

• Investigate and resolve technical issues such as inventory discrepancies, connectivity issues, synchronization problems, and overbookings

• Manage the lifecycle of support cases from initial logging through resolution or escalation

• Perform deep technical investigations and diagnostics before escalating complex issues to Level 2 or R&D teams

• Coordinate with third-party partners such as PMS providers, distributors, and connectivity partners when required

• Handle customer complaints with empathy and professionalism while ensuring long-term client satisfaction

• Support and mentor junior team members by sharing technical knowledge and best practices

KPIs

• Salesforce case management metrics including open and closed cases

• Team case backlog and case aging metrics

• Call response SLA performance

• Customer satisfaction survey results

• Internal case audit quality

• Training quality and consistency

Requirements

Technical & Analytical Skills

• Strong troubleshooting and analytical skills with the ability to investigate and identify root causes of technical issues

• Ability to analyse logs, reporting tools, and test environments to reproduce and resolve issues

• Good understanding of hospitality systems including PMS, CRS, IDS, GDS, and hotel distribution ecosystems

• Strong ability to gather and document technical information accurately

• Organized and detail-oriented approach to project and implementation management

Communication & Client Management Skills

• Excellent written and verbal communication skills

• Ability to explain technical concepts clearly to non-technical users

• Strong interpersonal skills with the ability to manage client expectations and handle complaints professionally

• Comfortable coordinating with internal teams and external partners

Workflow & Project Management Skills

• Strong documentation and knowledge-sharing practices

• Ability to manage multiple priorities and implementation timelines effectively

• Disciplined approach to escalation processes and case management

• Comfortable working independently while maintaining strong collaboration across teams

Professional Skills

• Proactive, adaptable, and solution-oriented mindset

• Strong attention to detail and commitment to service quality

• Willingness to mentor and support junior colleagues

• Comfortable working occasional weekends or public holidays as part of regional support rotations

Experience & Tools

• Experience in a B2B technology company, hospitality technology environment, hotel operations, GDS, or OTA industry

• Proficiency in Salesforce CRM, Google Workspace, Microsoft Excel, and Microsoft Word

• Ability to quickly learn and maintain expertise on D-EDGE products and solutions

• Previous experience delivering client training or workshops is an advantage

Languages

• Fluent in Japanese and English, both written and spoken

💜 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.

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 :

1. HR Screening
2. First interview with Regional Head
3. Second Interview Team Lead