🧑‍🤝‍🧑ABOUT THE TEAM:

You will be joining the Technical Support France 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.

You will report to Houmpharack SOUKSAVANH, Technical Support Team Lead France.

💻 YOUR SCOPE:

You are the first point of contact for customers’ technical requests. You 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.

🎯 WHAT YOU’LL BE DOING:

• 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

• 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 to escalate unresolved cases to a higher level.

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

⭐WHAT YOU’VE GOT:

• The job has been tailored for you if: 🦄

• You have experience:

• analysing the customer’s problem and obtaining the essential information needed for investigation (examples, times, dates, screenshots…).

• managing or monitoring the updating processes between hospitality providers and its partners (PMS, IDS, GDS).

• escalating cases to higher technical teams.

• handling the client’s complaints and interacting with internal stakeholders (Product & Account Managers)

• You are proactive and can work independently

• You are flexible and have strong analytical skills and an eye for detail

• You are problem-solving

• You speak English, French and Polish fluently

• The icing on the cake: 🍰

• You have experience in Hospitality

💜 WHY YOU’LL LOVE US:

• Attractive salary according to your profile

• D-EDGE is Remote Friendly

• Remote allowance: 2,60€ / day within the limit of three days per week

• 50% of transport costs from home to work

• Meal Allowance (9,48 euros/day paid at 60 %)

• Accor Employee Card: Discount on hotel bookings

• Incentives plans, bonuses, and wage savings

• CSE: Sports and cultural activities, gift cards, and various discounts

• Vendredi: Access a network of certified nonprofits to get involved in

• Career development: we want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.

• 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 Talent Acquisition Team

Let’s get to know each other (~30 or 45 minutes)

2. First interview with the Technical Support Team Lead France + Head of Technical Support France.

An opportunity to talk about your background and motivations and to introduce you to the position, our technical ecosystem, and our ambitions. (~ 60 minutes)

3. Second interview with Regional Head of Client Support EMEA.

Culture fit (~30 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, councilor, ety, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, handicap, veteran status, genetic information, marital status, or any legally protected status.