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 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 lives of independent hotels and hotel chains alike.

📊 D-EDGE is the European No.1 and World No.3 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 #PEOPLEFIRST

📣 We dare to share #OPENCOMMUNICATION

🤗 We embrace change #ADAPTABILITY

🤝🏻 We go the extra mile #GOBEYOND

🎯 WHAT YOU'LL DO

The Implementation, Technical Support & Billing Specialist is a hybrid role dedicated to the end-to-end success of D-EDGE customers.

You will be responsible for the seamless activation of D-EDGE solutions for new customers, providing high-level technical support to existing clients, and supporting billing follow-up activities. As a key member of the Client Services team, you will play a critical role in ensuring customer satisfaction throughout the customer lifecycle.

Approximately 80% of your time will be dedicated to Implementation and Technical Support activities, while 20% of your time will be dedicated to Billing Follow-up activities.

Implementation

• Manage the end-to-end activation process for D-EDGE products, ensuring adherence to internal guidelines, checklists, and service level agreements.

• Configure products and customer environments, including room and rate setup, connectivity configurations, and ecosystem integrations.

• Collaborate closely with Sales and Account Managers to ensure successful onboarding.

• Define implementation timelines and maintain accurate activation records in Salesforce CRM.

• Create and manage implementation-related tickets and coordinate issue resolution.

• Deliver customer training sessions, both remotely and on-site, to ensure successful adoption of D-EDGE solutions.

• Stay up to date with D-EDGE products, features, and industry developments.

• Manage customer concerns and collaborate with Account Managers to ensure a smooth onboarding experience.

Technical Support

• Act as the primary contact for technical support requests and deliver a high level of customer service.

• Take ownership of customer cases from initial investigation through resolution or escalation.

• Troubleshoot issues related to inventory, pricing, connectivity, overbookings, and synchronization.

• Perform detailed investigations using logs, reporting tools, and available diagnostic resources.

• Escalate complex cases to Level 2 Support or R&D with clear and complete documentation.

• Handle customer complaints professionally and empathetically.

• Mentor and support junior team members by sharing expertise and best practices.

Billing Follow-up

• Dedicate approximately 20% of working time to billing follow-up activities.

• Monitor outstanding invoices and proactively follow up with customers regarding payment status.

• Coordinate with Finance, Sales, Account Managers, and customers to resolve billing-related queries.

• Maintain accurate records of customer communications and follow-up actions.

• Support efforts to improve collection efficiency while maintaining positive customer relationships.

• Escalate overdue payment issues internally when necessary and provide timely updates to relevant stakeholders.

🦸‍♂️ WHAT YOU'LL BRING

Experience & Technical Knowledge

• Experience in Technical Support, Implementation, Customer Success, Application Support, Hospitality Technology, Accounts Receivable, Collections, or a related customer-facing role.

• Background in a B2B technology company or the hospitality industry (Hotels, CRS, PMS, GDS, Channel Managers, or OTAs).

• Experience using Salesforce CRM, ticketing systems, or similar support platforms.

• Experience managing customer communications regarding billing or account-related matters is an advantage.

• Strong understanding of troubleshooting methodologies and root-cause analysis.

• Experience delivering customer training sessions is highly valued.

Skills & Competencies

• Strong analytical and problem-solving skills with a structured approach to investigations.

• Excellent communication and relationship-building skills.

• Ability to explain technical concepts clearly to non-technical customers.

• Strong organizational and time-management skills with the ability to manage multiple priorities.

• Ability to work independently while maintaining strong collaboration with internal teams.

• High attention to detail and commitment to service quality.

• Customer-focused mindset with a proactive approach to problem-solving.

• Comfortable handling sensitive customer conversations related to billing and payments.

Language Requirements

• Fluent in Vietnamese and English, both written and spoken.

Availability

• Ability to work in a fast-paced, customer-focused environment.

• Willingness to travel occasionally within Vietnam for customer training and support when required.

💜 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.

Explore our Culture Book today and see if D-EDGE is the right fit for your career aspirations!

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. Screening Interview with HR APAC

2. Interview with Team Lead and Regional Head

3. Interview with Managing Director or Head of HR