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 a range of SaaS and digital marketing solutions. Amongst the 480 D-EDGERs, the R&D team is made up of a hundred or so enthusiasts who are reinventing hotel booking for both the traveller and the hotelier.

As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

ABOUT THE JOB :

• Provide technical support to customers on the full range of D-Edge products
• The Team Leader also assists the Technical Support Specialist in their daily work, providing assistance and expertise, distributing and organizing the work of the team and monitoring the progress of the tasks assigned.
• He/she also ensures that the processes are followed and that everyone respects the team organization.

MISSION

Console Management:

• Assigning requests to the TSS according to their seniority
• Allocation of requests specific to the connectivity team
• Allocation of requests to AMs (“Must be activated”, “Termination planned”, commercial requests etc…)
• Follow-up/control of the distribution of requests in “Account missing” and qualification of these requests
• Follow-up/monitoring of individual consoles (age and quantity) - L1 Advanced console monitoring
• Team/individual statistics follow-up

Aircall management:

• Live monitoring of the dashboard/on-site TSS control in relation to the schedule
• Actual control available during pick up hours
• Monitoring of missed calls to be called back
• Statistical follow-up (% missed call, SLA, top users missing calls)

Team supervision :

• Putting schedules online and control of shift allocation
• Management/monitoring/approval of shifts
• Organization of team meetings
• Follow-up of training sessions

Incident management :

• Alert L1, L2/R&D in case of suspicion/evidence of incident
• Communication to L1 of information received from L2/R&D
• Follow-up/control of requests created following an incident (customer information/response, closing of requests)

KPIs:

• Salesforce
• Individual: total open/closed cases
• Team: CS total open cases/Console age
• Aircall (Number of “missed calls”/SLA 30sec)
• Satisfaction survey

• Minimum 3 years experience in the hotel or travel industry
• Management experience
• Customer service experience is required
• Knowledge of hotel distribution systems is a plus
• You are computer literate and considered a geek by your peers
• You are flexible, proactive and work independently
• Knowledge of D-EDGE solutions is a plus.
• You have good communication skills on the phone
• You are fluent in English

WHAT WE OFFER :

• Attractive salary according to your profile
• D-Edge is Remote Friendly
• Remote allowance: 2,50€ / day within the limit of three days per week
• Meal Allowance (9,48 euros/day paid at 60 %)
• Accor Employee Card : Discount on hotel bookings
• CSE: Sports and cultural activities, gift cards and various discounts
• Noos & Vendredi, to get involved in civic and committed actions
• Betterway, 50% of transport costs from home to work or/and of the “Forfait Mobilité durable”

1. Telephone interview with Talent Acquisition Manager

2. Interview with Head of Technical Support France & Technical Support Team Leader

3. Interview with Head of Client Support EMEA

… 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.