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

Job Description For Technical Support Specialist (M/F/NB) - English & Hungarian speaking(HOZ) in Barcelona,Spain.
Hotel NameJob Description ⚡ WHO WE ARE.
ave you ever booked a hotel online? Then youve probably used D-EDGE without knowing it.
ission.
Every day, we help more than hotels worldwide to develop their online visibility and sales through leading-edge cloud-based e-commerce solutions.
s a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.
igures.
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-EDGEs ever-expanding ecosystem is a positive place to do business and grow.
alues.
At D-EDGE we are driven by these 4 key values.
We care about people #PEOPLE FIRST We dare to share #OPEN COMMUNICATION We embrace change #ADAPTABILITY We go the extra mile #GO BEYOND 🧑‍🤝‍🧑ABOUT THE TEAM.
he 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.
o 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.
ou will be joining the Technical Support Italy and CEE team, composed of 7 people.
ou will report to Piero Trocciola who is Head of Technical Support Team in Italy and CEE YOUR SCOPE.
ou 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 YOULL BE DOING.
reate / 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 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 to escalate unresolved cases to a higher level.
rain, mentor and shadow Junior colleagues, using acquired experience and knowledge to guide the junior agents.
Work Experience WHAT YOUVE GOT.
The job has been tailored for you if.
🦄You have experience.
nalyzing the customers 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 clients 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)Benefits 💜 WHY YOULL LOVE US.
Attractive salary depending on your profile D-EDGE is remote-friendly - youll be able to work remotely some days a weekTicket restaurant (10€/day) Health insuranceRemote work allowanceAccor employee card.
discount on hotel reservationsVendredi, to get involved in civic and committed actions