Customer Support Specialist

**ABOUT D-EDGE**:
Have you ever booked a hotel online ? Then you’ve probably used D-EDGE without knowing it.
Every day, we help more than **12,000 hotels** worldwide to **develop their online visibility** and **sales through a range of SaaS and digital marketing solutions**. Amongst the **350 D-EDGERs**, the R&D team is made up of a **hundred or so enthusiasts who are reinventing hotel booking** for both the traveller and the hotelier.
As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

**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.

The agent 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.

**MISSION**:

- As the first contact, the Technical Support Specialist is in charge of answering incoming phone calls
- 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 in order to escalate unresolved cases to higher level
- Train, mentor and shadow Junior colleagues, use acquired experience and knowledge to guide the junior agents.

**WHAT WE ARE LOOKING FOR**:

- Customer Service experience is required
- Knowledge in hotels, tourism or online distribution is a real bonus
- You have computer skills, you like it and your entourage see you as a geek
- Being lflexible and proactive and can work independently
- Problem-solving and Teamwork
- Knowledge of D-EDGE solutions is a plus.
- Outstanding communication and phoning skills.
- Languages : fluent English

**WHAT WE OFFER**:

- D-Edge is Remote Friendly
- 50% of transport costs from home to work
- Meal Allowance (Swile : 9,48€/day, paid at 50%)
- Accor Employee Card : Discount on hotel bookings
- Incentives plans, bonuses and wage savings
- Individual access to the Udemy e-learning platform (more than 100,000 online courses)
- CSE: Sports and cultural activities, gift cards and various discounts
- Vendredi : Access a network of certified nonprofits to get involved in

**RECRUITMENT PROCESS**:
1. Telephone interview with Talent Acquisition Manager
2. Interview with Head of Technical Support France
... and welcome to D-EDGE : )

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

- D-EDGE is an equal opportunity employer. We do not discriminate based on : race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status._

Type d'emploi : CDI

Salaire : à partir de 26 000,00€ par an

Avantages:

- Épargne salariale
- Participation au Transport
- Réductions Tarifaires
- Titre-restaurant
- Travail à domicile

Programmation:

- Travail en journée