🧑‍🤝‍🧑ABOUT THE TEAM:

You will be reporting to Piero Trocciola, Head of Technical Support Italy & Central Europe.

The Customer Service department is at the heart of our value proposition. The teams support our clients in their activities. They carry out onboarding and training for new customers (or existing customers integrating new products) and provide a level 1 technical assistance and incident resolution service. When necessary, they escalate to levels 2 and 3.

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.

💻 YOUR SCOPE:

Resolve technical requests within the D-EDGE Suite of products.

🎯 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 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 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 asked to work (from home) a few week-ends per year, for which a compensation will be offered.

⭐ WHAT YOU’VE GOT:

The job has been tailored for you if: 🦄

• You have a high sense of customer relationship

• Your are Fluent in Italian & English

• 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

The icing on the cake: 🍰

• Fluent in other languages

• Knowledge of the Hospitality, GDS or OTA

• Efficiency in Excel, MS Word, Salesforce CRM

• Google Suite

• Support, Training, and teaching experience is a plus

💜 WHAT WE OFFER:

• D-Edge is Remote Friendly: 2 days in the office / week

• Meal vouchers

• Health insurance

• Accor Employee Card: Discount on hotel bookings

• 12 days per year to get involved in NGO projects

• Career development: we want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.

🤝 RECRUITMENT PROCESS:

1. Telephone interview with HR Officer

Let’s get to know each other (~30 minutes)

2. First interview with the Head of Technical Support (~60 minutes)

3. Second Interview with Chief Client Service Officer (~60 minutes)

… and welcome to D-EDGE !  :)

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

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