Technical Support Specialist - Fixed-Term Contract (M/F/NB)

Availpro; Paris; Hybride; EUR 32 000 - 44 000; Plein temps

Résumé du poste

D-EDGE is seeking a Technical Support France team member for a fixed-term contract starting in September 2024 through August 2027. You will handle Level 1 technical assistance, incident resolution, and client support for our hospitality-focused software suite.

The role requires bilingual French and English communication, a strong customer focus, and the ability to escalate complex issues to higher levels when necessary.

Qualifications

• Must be fluent in French and English.
• Excellent customer relationship and communication skills.
• Ability to multitask and work with others in a close manner.
• Technical proficiency in common computer applications.

Responsabilités

• Create / Take ownership of cases in Salesforce proactively.
• Investigate & solve customers’ and internal issues promptly.
• Provide prompt, professional, customized assistance on D-EDGE products.
• Increase knowledge and autonomy of clients on product use.
• Manage client complaints related to our tools.
• Resolve product issues by identifying causes and proposing solutions.
• Collect information to escalate unresolved cases to Level 2 when needed.
• Train, mentor and shadow junior colleagues.

Connaissances

French & English fluency

Customer relationship

Excellent communication

Multi-tasking

Team collaboration

Technical aptitude

Outils

Salesforce CRM

Excel

MS Word

Google Suite

Description du poste

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.

- 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:

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 elevate 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 August 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 French & 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

... and welcome to D-EDGE !

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

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