Onboarding and Technical Support Specialist

Have you ever booked a hotel online? You might have used D-EDGE without even knowing it.

Every day, we assist over 17,000 hotels worldwide in enhancing their online visibility and sales through a diverse range of SaaS and digital marketing solutions. With more than 500 dedicated professionals globally, we offer comprehensive solutions to hotels in over 150 countries. Our integrated suite of services addresses every stage of hotel distribution, making life easier for hoteliers.

D-EDGE is proudly owned by Accor.

Position: Onboarding Specialist

Purpose: Oversee the successful activation and implementation of D-EDGE products, adhering to guidelines and SLAs. Serve as the primary contact for new hotels post-signature, ensuring their needs are met and providing necessary services.

Primary Responsibilities:

Adhere to processes for effective product activation.

Gather and configure necessary information from Account Managers and clients.

Register accounts and set up products (excluding websites).

Collaborate with Account Managers/Sales to establish the required ecosystem.

Record and update activation tasks in Salesforce CRM.

Log and address issues in Salesforce CRM to assist Level 1 resolution.

Monitor the onboarding journey and keep up with D-EDGE product updates and industry trends.

Manage client training online or onsite based on needs.

Analyze customer requirements and handle complaints in collaboration with Account Managers.

Position: Technical Support Specialist

Purpose: Provide prompt technical support for D-EDGE products, addressing and resolving client issues efficiently.

Primary Responsibilities:

Respond to incoming support requests within 30 seconds.

Proactively create and manage cases in Salesforce CRM.

Resolve technical issues promptly and clearly.

Enhance client knowledge and independence with D-EDGE products.

Escalate unresolved cases to higher levels as needed.

Train and mentor junior team members.

Skills and Competencies:

Proactive and capable of working independently.

Strong analytical, problem-solving, and communication skills.

Proficient in D-EDGE solutions, Salesforce CRM, and Excel.

Experience and Knowledge:

Experience in B2B technology or hospitality sectors.

Familiarity with GDS or OTA systems.

Training experience is a plus.