TECHNICAL SUPPORT SPECIALIST (M/F/NB) - ENGLISH & HUNGARIAN SPEAKING

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.
s the first contact, the Technical Support Specialist is in charge of answering incoming phone calls within less than 30 seconds, and welcoming our customers introducing himself as “D-Edge Support hello,[first name], how can I help you”Create / Take ownership of cases in Salesforce proactivelyInvestigate & solve customers’ issues in the shortest possible delayProvide prompt, professional and customized assistance to clients seeking advice on the use of D-EDGE products (both FB/AVP hybrids solutions and single AVP/FB 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 higher level (only trained agents are in charge of escalation to Level 2)Train, mentor and shadow Junior colleagues, use acquired experience and knowledge to guide the  junior agents.
HAT YOU’VE GOT.
he job has been tailored for you if.
You have experience.
nalysing the customer’s problem and obtaining the essential information needed for investigation (examples, times, dates, screenshots).
anaging or monitoring the updating processes between hospitality providers and its partners (PMS, IDS, GDS).
scalating cases to higher technical teams.
andling the client’s complaints and interacting with internal stakeholders (Product & Account Managers)You are proactive and can work independentlyYou are flexible and have strong analytical skills and an eye for detailYou are problem-solvingFluent in Hungarian (mandatory) and EnglishThe icing on the cake.
You have experience in HospitalityKnowledge of the Hospitality, GDS or OTAEfficiency in Salesforce CRMGoogle SuiteFluent in other languages (Polish and Italian) WHY YOU’LL LOVE US.
ttractive salary according to your profileD-EDGE isRemote Friendly (2 days in the office / 7 week)Meal Allowance Accor Employee Card.
Discount on hotel bookingsVendredi.
Access a network of certified nonprofits to get involved inCareer development.
we want you to progress and be free to choose which direction you want to grow.
There are also opportunities for internal moves.
-Convention .
This is THE event that D-EDGERS are looking forward toD-Summer Party .
Annual meeting to spend a fun and friendly moment with all D-EDGERS