Bilingual Hospitality Tech Support Specialist

D-EDGE; Sant Adrià de Besòs; Sur place; EUR 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Weekend rotation

Résumé du poste

D-EDGE is seeking a Technical Support professional to join the France team. You will handle first-line technical assistance and incident resolution, providing prompt, customised assistance to clients and escalating complex cases as needed.

Weekend rotations are part of the schedule. You will work with a team of about 25 in a multi-office setup, supporting hotels and tech clients across the hospitality sector.

Qualifications

• Native or fluent in French and English.
• Strong sense of customer relationship.
• 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 is a plus.
• Knowledge of Hospitality, GDS or OTA.
• Proficiency in Excel, MS Word, Salesforce CRM.
• Google Suite usage.

Responsabilités

• Create / Take ownership of cases in Salesforce proactively.
• Investigate & solve customers’ and internal issues in the shortest possible delay.
• Provide prompt, professional and customised 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 expedite unresolved cases to a higher level (escalation to Level 2).
• Train, mentor and shadow Junior colleagues, using acquired experience and knowledge to guide the junior agents.

Connaissances

French fluency

English fluency

Customer service

Communication skills

Multi-tasking

Salesforce CRM

Excel

Outils

Salesforce CRM

Google Workspace

MS Word

MS Excel

Description du poste

D-EDGE is seeking a Technical Support professional to join the France team. You will handle first-line technical assistance and incident resolution, providing prompt, customised assistance to clients and escalating complex cases as needed.

Weekend rotations are part of the schedule. You will work with a team of about 25 in a multi-office setup, supporting hotels and tech clients across the hospitality sector.