.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 FIRSTWe dare to share #OPEN COMMUNICATIONWe embrace change #ADAPTABILITYWe go the extra mile #GO BEYOND ABOUT THE TEAM: You will be joining the Technical Support Specialist - Iberia Team, composed of 8 people. You will be reporting to Cesar ANTON, Head of Technical Support Iberia & North Europe. The team's 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. YOUR SCOPE: 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. WHAT YOU'LL BE DOING: As the first contact, the Technical Support Specialist is in charge of answering incoming phone calls and welcoming our customers Create / Take ownership of cases in Salesforce proactively Investigate & solve customers' issues in the shortest possible delay Read reporting tools for planning history, logs… 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 Identify the best path of investigation in complex situations and inform the proper higher technical teams
