Technical Support Specialist (M/F/NB) Fixed-term contract

Availpro; Barcelona; Presencial; EUR 28.000 - 42.000; Jornada completa

Descripción de la vacante

D-EDGE is seeking a Technical Support specialist for the North Europe team, based in Barcelona. You will handle first-line support for clients, diagnosing issues and guiding users through the D-EDGE product suite. The role requires strong customer focus and cross-functional collaboration.

You will join a 10-person team and report to the Head of Technical Support for Italy and Central Europe. The position includes a weekend rotation and a fixed-term contract running through March 2027.

Formación

• Native or fluent in Spanish & English.
• Strong customer relationship skills.
• Excellent communication abilities.
• Ability to collaborate closely with others.
• Good multi-tasking skills.
• Technical expertise in common computer applications.
• Calm and effective under emergencies.

Responsabilidades

• Create / take ownership of cases in Salesforce.
• Investigate and resolve customer and internal issues promptly.
• Provide prompt, professional, customised assistance on D-EDGE products.
• Increase customer knowledge and autonomy with the products.
• Manage customer complaints regarding the tools suite.
• Diagnose product issues, explain solutions, and determine root causes.
• Escalate unresolved cases to Level 2 when needed.
• Train, mentor and shadow Junior colleagues.

Conocimientos

Spanish & English fluency

Customer relationship

Excellent communication

Team collaboration

Multi-tasking

Technical proficiency

Calm under pressure

Herramientas

Salesforce CRM

Excel

MS Word

Google Workspace

Descripción del empleo

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 localised 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.

Culture

• We care about people #PEOPLE FIRST
• We dare to share #OPEN COMMUNICATION
• We embrace change #ADAPTABILITY
• We go the extra mile #GO BEYOND

Explore our Culture Book today and see if D-EDGE is the right fit for your career aspirations!

D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.

ABOUT THE TEAM:

As a member of the Technical Support North Europe team (comprising about 10 people), you will be based in our Barcelona office. You will report to Piero Trocciola, Head of Technical Support for Italy and Central Europe. 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 escape to levels 2 and 3. The Technical Service Specialists (TSS) regularly forward user comments to the Product teams.

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.

WHAT YOU’LL BE DOING:

Please note: This position is a fixed-term contract starting in September and running through March 2027

• 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 in order to elevate 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:
• Your are native orfluent in Spanish & English
• You have a high 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

The icing on the cake:

• 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

RECRUITMENT PROCESS :

1. Phone interview with Talent Acquisition Manager
2. First interview with the Manager
3. Second Interview with Head of Technical Support
4. ... and welcome to D-EDGE ! :)

Please be aware that we will be asking for work references.

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