Technical Support Specialist (M / F / NB) - Polish & English speaking

D-EDGE Hospitality Solutions; Barcelona; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

Join a forward-thinking company that empowers hotels worldwide through innovative cloud-based solutions. As a member of the Technical Support team, you'll be the first point of contact for clients facing technical challenges. Your role will involve resolving issues, providing tailored assistance, and enhancing clients' knowledge of D-EDGE products. With a commitment to excellence and a supportive culture, this is an exciting opportunity to grow your career in the hospitality technology sector. If you are passionate about technology and customer service, this role is perfect for you.

Formación

• Fluency in Polish and English is essential for this role.
• Experience in support, training, and teaching is a plus.

Responsabilidades

• Resolve technical requests within the D-EDGE Suite of products.
• Provide professional assistance to clients regarding D-EDGE products.
• Train and mentor junior colleagues, sharing experience.

Conocimientos

Fluency in Polish

Fluency in English

Technical expertise in related computer applications

Good multi-tasking abilities

Calm and effective reaction in emergencies

Herramientas

Salesforce CRM

Excel

MS Word

Google Suite

Descripción del empleo

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 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 lives of independent hotels and hotel chains alike.

Figures : D-EDGE is the European No.1 and World No.3 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. Its global network of 500+ partners makes D-EDGE’s ecosystem a positive place to do business and grow.

Culture : At D-EDGE, we are driven by these four key values :

• We care about people #PEOPLE FIRST
• We dare to share #OPEN COMMUNICATION
• 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 :

You will join the Technical Support South Europe team, composed of 8 people, reporting to Piero TROCCIOLA, Head of Technical Support Italy & Central Europe.

The Customer Service department supports our clients in their activities, including onboarding, training, and providing Level 1 technical assistance and incident resolution, escalating to Levels 2 and 3 when necessary.

Teams are located in each of our 22 offices, providing assistance over more than 10 hours a day, including weekends, through a rotation system.

The main goal of the Technical Support team is to be our clients' first point of contact when experiencing technical difficulties.

YOUR SCOPE :

Resolve technical requests within the D-EDGE Suite of products.

WHAT YOU’LL BE DOING :

• Create and take ownership of cases in Salesforce proactively.
• Investigate and resolve customer and internal issues promptly.
• Provide professional and tailored assistance to clients regarding D-EDGE products.
• Increase clients' knowledge, awareness, and autonomy in using these products.
• Manage client complaints related to our tools.
• Identify, determine the cause of, and resolve product issues, explaining solutions clearly.
• Gather necessary information to escalate unresolved cases to higher levels.
• Train, mentor, and shadow junior colleagues, sharing experience and knowledge.

Additional Information :

You will be included in the weekend rotation, working with the weekend team to cover a few weekends per year.

WHAT YOU’VE GOT :

• Fluency in Polish and English.
• Ability to work closely with others.
• Good multi-tasking abilities.
• Technical expertise in related computer applications.
• Calm and effective reaction in emergencies.

The icing on the cake :

• Experience with B2B technology companies or hotels.
• Knowledge of Hospitality, GDS, or OTA.
• Proficiency in Excel, MS Word, Salesforce CRM.
• Knowledge of Google Suite.
• Experience in support, training, and teaching is a plus.

RECRUITMENT PROCESS :

1. Telephone interview with HR Officer

2. First interview with the Head of Technical Support

3. Second interview with Chief Client Service Officer

• and welcome to D-EDGE! : )

Note : We will ask for work references.

D-EDGE processes your personal data for application management and CV database creation. For details and to exercise your rights, see our Candidate Privacy Policy .

J-18808-Ljbffr