Technical Support Specialist - Italian speaking (M/F/NB)

⚡ 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 #OPENCOMMUNICATIONWe embrace change #ADAPTABILITYWe go the extra mile #GO BEYOND ‍ ‍ ABOUT THE TEAM:You will be joining the Technical Support South Europe team composed of 8 people.You will be reporting to Piero TROCCIOLA who is 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 delayProvide 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 toolsResolve product issues by understanding, determining the cause of the problem, selecting and explaining the best solution to solve the problemOnce 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 included in the weekend rotation, working with the weekend team you will cover a few weekends per year ⭐WHAT YOU’VE GOT: The job has been tailored for you if: Your are fluent in Italian and EnglishYou have a high sense of customer relationshipExcellent communication skillsAbility to work with others in a close mannerGood multi-tasking skillsTechnical expert in related computer applicationsAble to react effectively and calmly in emergenciesThe icing on the cake: Experience with b2b technology companies or hotelsKnowledge of the Hospitality, GDS or OTAEfficiency in Excel, MS Word, Salesforce CRMGoogle SuiteSupport, Training, and teaching experience is a plus Additional Information RECRUITMENT PROCESS :1. Telephone interview with HR Officer2. First interview with the Head of Technical Support3. Second Interview with Chief Client Service Officer... 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.

Apply Now