🧑‍🤝‍🧑ABOUT THE TEAM:

You will be joining the Technical Support South Europe team composed of 8 people.

You will be reporting to Cesar ANTON who is Head of Technical Support South Europe.

The Customer Service department is at the heart of our value proposition. The teams support our clients in their activities. They carry out onboarding and training for new customers (or existing customers integrating new products) and provide a level 1 technical assistance and incident resolution service. When necessary, they escalate to levels 2 and 3.

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.

💻 YOUR SCOPE:

Provide technical support helping customers within the D-EDGE Suite of products.

🎯 WHAT YOU’LL BE DOING:

• As the first contact, the Technical Support Specialist is in charge of answering incoming phone calls

• Create / Take ownership of cases in Salesforce proactively

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

• Provide prompt, professional and customized assistance to clients seeking advice on the use of D-EDGE products (both FB/AVP hybrid 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

• 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: 🦄

• You have a high sense of customer relationship

• Fluent in Spanish, English and German

• 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: 🍰

• Fluent in other languages

• 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

WHY YOU WILL LOVE US 💜

• Attractive salary according to your profile

• D-Edge is Remote Friendly - You can work from home several days a week

• Meal Allowance (10€/day)

• Health insurance

• Accor Employee Card: Discount on hotel bookings

• Vendredi, to get involved in civic and committed actions

• You will participate to our great internal invents:

• D-Convention: This is THE event that D-EDGERS are looking forward to

• D-Summer Party: Annual meeting to spend a fun and friendly moment with all D-EDGERS

🤝 RECRUITMENT PROCESS:

1. Telephone interview with HR Officer

Let’s get to know each other (~30 minutes)

2. First interview with the Head of Technical Support (~60 minutes)

3. Second Interview with Chief Client Service Officer (~60 minutes)

… 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.