Hozpitality - Technical Support Specialist

Hotel Name Job Description ⚡ 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 localized 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. Values: 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 🧑‍🤝‍🧑ABOUT THE TEAM: 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 escalate 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 and Bank Holidays. You will be joining the Technical Support Italy and CEE team, composed of 7 people.You will report to Piero Trocciola who is Head of Technical Support Team in Italy and CEE YOUR SCOPE : You are the first point of contact for customers' technical requests. You 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. WHAT YOU'LL BE DOING:

• 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
• 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 to escalate unresolved cases to a higher level.
• Train, mentor and shadow Junior colleagues, using acquired experience and knowledge to guide the junior agents.

• You have experience:
• analyzing the customer's problem and obtaining the essential information needed for investigation (examples, times, dates, screenshots...).
• managing or monitoring the updating processes between hospitality providers and its partners (PMS, IDS, GDS).
• escalating cases to higher technical teams.
• handling the client's complaints and interacting with internal stakeholders (Product & Account Managers)

• You are proactive and can work independently
• You are flexible and have strong analytical skills and an eye for detail
• You are problem-solving
• Fluent in Hungarian (mandatory) and English

• You have experience in Hospitality
• Knowledge of the Hospitality, GDS or OTA
• Efficiency in Salesforce CRM
• Google Suite
• Fluent in other languages (Polish and Italian)

• Attractive salary depending on your profile
• D-EDGE is remote-friendly - you'll be able to work remotely some days a week
• Ticket restaurant
• Accor employee card: discount on hotel reservations
• Vendredi, to get involved in civic and committed actions