Technical Support Specialist (M/F/NB)

⚡ WHO WE ARE:
Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.
Mission : Every day, we help more than 18,000 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.
Figures : 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 localised 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.
Culture : 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

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.

‍‍ABOUT THE TEAM:
You will be joining the Technical Support Team, composed of 25 people. The Customer Service department is at the heart of our value proposition. The teams support our clients in their activities. They provide a level 1 technical assistance and incident resolution service. When necessary, they escalate to levels 2 and 3. The Technical Service Specialists (TSS) regularly forward user comments to the Product teams.
To be as close as possible to our customers, the teams are located in each of our 22 offices, and the assistance can be reached more than 10 hours a day, thanks to a rotation of the teams, including weekends.
The Technical Support team's main objective is to be our client's first point of contact when they experience technical difficulties.

WHAT YOU’LL BE DOING:

• Create / Take ownership of cases in Salesforce proactively.

• Investigate & solve customers’ and internal issues in the shortest possible delay

• Provide prompt, professional and customised assistance to clients seeking advice on the use of D-EDGE products ;

• Increase knowledge, awareness, and autonomy of clients on the use of these products;

• Manage clients’ complaints concerning the issues with our suite of tools

• Resolve product issues by understanding, determining the cause of the problem, selecting and explaining the best solution to solve the problem

• Once all checks are done, collect all needed info in order to escalate unresolved cases to a higher level (only trained agents are in charge of escalation to Level 2)

• Train, mentor and shadow Junior colleagues, using acquired experience and knowledge to guide the junior agents.

You will be included in the weekend rotation, working with the weekend team you will cover a few weekends per year

⭐WHAT YOU’VE GOT:

• The job has been tailored for you if:

• Your are native or fluent in Portuguese & English

• You have a high sense of customer relationship

• Excellent communication skills

• Ability to work with others in a close manner

• Good multi-tasking skills

• Technical expert in related computer applications

• Able to react effectively and calmly in emergencies

• The icing on the cake:

• Experience with b2b technology companies or hotels

• Knowledge of the Hospitality, GDS or OTA

• Efficiency in Excel, MS Word, Salesforce CRM

• Google Suite

• Support, Training, and teaching experience is a plus

RECRUITMENT PROCESS :
1. Phone interview with Talent Acquisition Manager
2. First interview with the Manager
3. Second Interview with Head of Technical Support
... and welcome to D-EDGE ! :)

Please be aware that we will be asking for work references.
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