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 FIRSTWe dare to share #OPENCOMMUNICATIONWe embrace change #ADAPTABILITYWe go the extra mile #GO BEYONDABOUT THE TEAM: You will be reporting to Houmpharack SOUKSAVANH, Technical Support Team Lead France. 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.
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, creating/taking ownership of cases in Salesforce proactively, investigating & solving customers' issues in the shortest possible delay, providing 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), increasing knowledge, awareness, and autonomy of clients on the use of these products, managing clients' complaints concerning the issues with our suite of tools, resolving 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 French, English
• 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
• Experience with B2B technology companies or hotels
The icing on the cake:
• Fluent in other languages
• 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:
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 in our great internal events:
• 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 Manager
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.
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