Implementation & Technical Support Specialist – Japan Tokyo

Implementation & Technical Support Specialist – Japan Tokyo Join D-EDGE Tokyo as Implementation & Technical Support Specialist: drive seamless hotel tech activations, resolve complex issues, and delight clients in a global, inclusive team. ⚡ 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 Department CLIENT SERVICE Role Implementation and Technical Support Locations Tokyo Remote status Hybrid Employment type Full-time