Technical Support Specialist (M/F/NB)

D-EDGE Hospitality Solutions; Paris; Sur place; EUR 32 000 - 45 000; Plein temps

Résumé du poste

D-EDGE Hospitality Solutions is seeking a Technical Support professional for the France team. You will be the first point of contact, handling cases in Salesforce, providing prompt, professional assistance to clients, and guiding them through our suite of tools.

The role includes weekend rotations to ensure coverage for clients across the region. You will work with a close-knit team, leveraging your French and English language skills, Excel, and Salesforce CRM to deliver high-quality support and

Qualifications

• Native or fluent in French & English.
• Strong customer relationship mindset and excellent communication skills.
• Ability to multi-task and work well with others.
• Technical aptitude across common computer applications; calm under pressure.
• Experience with B2B technology companies or hotels; familiarity with Hospitality, GDS, or OTA.
• Proficiency with Excel, Salesforce CRM, Google Suite.

Responsabilités

• Create and take ownership of cases in Salesforce.
• Investigate and resolve customer and internal issues promptly.
• Provide professional, customised assistance on D-EDGE products.
• Increase client knowledge and autonomy in using products.
• Manage client complaints related to our tools and services.
• Resolve product issues by identifying causes and communicating solutions.
• Escalate unresolved cases to Level 2 when needed.
• Train, mentor and support junior colleagues.

Connaissances

French & English fluency

Customer relationship

Communication skills

Multi-tasking

Technical aptitude

B2B tech experience

Outils

Salesforce CRM

Excel

Google Suite

MS Word

Description du poste

Who We AreHave you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.

Who We AreHave 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

At D-EDGE we are driven by these 4 key values:

• 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 escalte 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

• 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 or fluent 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
• 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

• Phone interview with Talent Acquisition Manager
• First interview with the Manager
• 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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