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 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.

Values😍:

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

🧑🤝🧑ABOUT THE TEAM:

The team purpose is to provide technical support helping customers within the D-EDGE Suite of products.

The team is the first point of contact for customers’ technical requests..

All agents must be able to handle any type of support requests on how to use our products and manage technical requests both to find the origin of the problem and to solve it, within the limits of their capabilities and available tools.

Basic technical issues can include things such as overbookings, price or inventory problems, etc. A solution must be provided to customers in the shortest possible delay and as understandable as possible.

🎯 WHAT YOU’LL BE DOING:

• Train, mentor and shadow Junior colleagues, use acquired experience and knowledge to guide the junior agents.
• Resolve product issues by understanding, determining the cause of the problem, selecting and explaining the best solution to solve the problem
• Investigate & solve customers’ issues in the shortest possible delay
• As the first contact, the Technical Support Specialist is in charge of answering incoming phone calls within less than 30 seconds, and welcoming our customers introducing himself as “D Edge Support hello,[first name], how can I help you"
• Provide prompt, professional and customized assistance to clients seeking advice on the use of D-EDGE products (both FB/AVP hybrids solutions and single AVP/FB 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
• Once all checks are done, collect all needed info in order to escalate unresolved cases to higher level (only trained agents are in charge of escalation to Level 2)
• Create / Take ownership of cases in Salesforce proactively

🦄 What you've Got :

• Training, teaching experience is a plus
• Knowledge of the Hospitality, GDS or OTA
• Outstanding communication and writing skills.
• Efficiency in Excel, MS Word, Salesforce CRM and Google Suite
• Fluent in English
• Being proactive and can work independently
• Knowledge of D-EDGE solutions is a plus.
• Being flexible, and having strong analytical skills and an eye for detail
• Experience with B2B technology company or hotels
• Problem-solving and Teamwork

💜 WHY YOU’LL LOVE US:

• You will be provided, at the Company's costs, with all the necessary IT equipment, communication tools.
• At D-EDGE we believe in work/life balance ! That’s why we are remote friendly and all D-EDGERS can work from home several days per Week.
• In addition to the permanent offer on all Accor hotels, you will discover the private sales and flash offers exclusively offered by Accor brands and hotels.

You will participate to our great internal invents:

• D-Summer Party 🍸: Annual meeting to spend a fun and friendly moment with all D-EDGERS
• D-Convention 🎉: This is THE event that D-EDGERS are looking forward to

RECRUITMENT PROCESS :

1. Telephone interview with Director of People Management, APAC

2. First interview with the Head of Technical Support

3. Second Interview with Chief Client Service Officer

... and welcome to D-EDGE ! :)

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

D-EDGE is an equal opportunity employer. We do not discriminate based on : race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.