Technical Support Specialist

3 days ago

Novena, Singapore D-EDGE Full time

**ABOUT D-EDGE**:
Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.

Every day, we help more than 17,000 hotels worldwide to develop their online visibility and sales through a range of SaaS and digital marketing solutions. Among the 500 D-EDGERs, the Product & Tech team is made up of a hundred or so enthusiasts who reinvent hotel booking for both the traveler and the hotelier. As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

**ABOUT THE TEAM**:
The team 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..

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.

MISSIONS:

- As 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 proactively
- Investigate & solve customers’ issues in the shortest possible delay
- Provide 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 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 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.

WHAT WE ARE LOOKING FOR:

- Experience with B2B technology company or hotels
- Knowledge of the Hospitality, GDS or OTA
- Efficiency in Excel, MS Word, Salesforce CRM and Google Suite
- Fluent in English
- Training, teaching experience is a plus
- Being proactive and can work independently
- Being flexible, and having strong analytical skills and an eye for detail
- Problem-solving and Teamwork
- Knowledge of D-EDGE solutions is a plus.
- Outstanding communication and writing skills.

**RECRUITMENT PROCESS**:
1. Telephone interview with Director of People Management, APAC

2. First interview with the Head of Technical Support

3. 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._

Schedule:

- Monday to Friday
- Weekend availability

Work Location: Hybrid remote in Singapore 307983

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