Technical Support Specialist - Hospitality (M/F)

**The position is opened in Venise, Barcelona or Lisbon.**

ABOUT D-EDGE

D-Edge is a leading global provider of SaaS applications for the hospitality industry. Resulting from the merger of two pure players created in the early 2000, our Group now employs more than 300 employees worldwide, including 160 at the Paris 9th headquarters.

Through our innovative solutions, over 12 000 hotels around the world benefit from optimal on-line visibility, boost their bookings, pilot their business and increase their income.

ABOUT THE TEAM :

The team purpose is to provide technical support helping customers within the D-EDGE Suite of products. 

The team is the first point of contact for customers’ technical requests.. 

All agents must be able to handle any type of support requests on how to use our products and  manage technical requests both to find the origin of the problem and to solve it, within the limits of their  capabilities and available tools. 

Basic technical issues can include things such as overbookings, price or inventory problems, etc. A solution must be provided to customers in the shortest possible delay and as understandable as  possible.

Missions :

• As the first contact, the Technical Support Specialist is in charge of answering incoming phone  calls within less than 30 seconds, and welcoming our customers introducing himself as “D Edge Support hello,[first name], how can I help you" 
• Create / Take ownership of cases in Salesforce proactively 
• Investigate & solve customers’ issues in the shortest possible delay 
• Provide prompt, professional and customized assistance to clients seeking advice on the use  of D-EDGE products (both FB/AVP hybrids solutions and single AVP/FB 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 escalate unresolved cases to  higher level (only trained agents are in charge of escalation to Level 2) 
• Train, mentor and shadow Junior colleagues, use acquired experience and knowledge to  guide the junior agents.

WHAT WE ARE LOOKING FOR :

• Experience with B2B technology company or hotels 
• Knowledge of the Hospitality, GDS or OTA 
• Efficiency in Excel, MS Word, Salesforce CRM and Google Suite 
• Training, teaching experience is a plus

• Being proactive and can work independently

• Being flexible, and having strong analytical skills and an eye for detail

• Problem-solving and Teamwork

• Knowledge of D-EDGE solutions is a plus.

• Outstanding communication and writing skills.