Technical Support and Onboarding Specialist

5 mesi fa

Venezia, Italia Venice A tempo pieno

**Job Description**:

- 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 FIRST_
- We dare to share #OPEN COMMUNICATION_
- We embrace change #ADAPTABILITY_
- We go the extra mile #GO BEYOND_

‍ ‍ ABOUT THE TEAM:
The Customer Service department is at the heart of our value proposition. The teams supports 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.

You will be joining the Italy & Central Europe Technical support team, composed of 7 people.

You will be reporting to Piero Trocciola who is Head of Technical Support.

The Technical Support team's main objective is to be our client's first point of contact when they experience technical difficulties.

YOUR SCOPE:
Onboarding & Training:
Ensure successful activation/implementation for all D-Edge Suite of products following in detail given guidelines and checklist in respect of the SLA, as well as guiding and animating training sessions to the D-EDGE customers.

After the Sales Manager, together with the assigned Account Manager, be the first contact for new hotels, understanding the client’s needs and providing the best services needed.

Technical Support:
Provide technical support helping customers within the D-EDGE Suite of products.

The team is the first point of contact for customers’ technical requests..

The agent must be able to handle any support requests on how to use our products and manage technical requests to find the origin of the problem and 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.

WHAT YOU’LL BE DOING:
Onboarding:

- Ensure processes are followed for smooth activation/ implementation
- Collect by Account Manager/Sales, and the client, all the info required for a proper product configuration
- Registration of the Account in the system, coworking with Account Manager/Sales to build the needed ecosystem, with rooms & rates and connectivity
- Set up products included in the contract for the hotel (except Website)
- Play as a key member of the Client Service department for defining steps and timelines needed for the implementation of a new client
- Record and update all activation/ implementation tasks and status into Salesforce CRM
- Log tickets properly in Salesforce CRM for all issues encountered during activation/ implementation in order to help Level1 with the resolution
- Follow the onboarding journey
- Keep up with D-EDGE products and features evolutions as well as the market trends in the industry.
- Manage online or on-site training, based on the client’s needs
- Understand and analyze the customer's need
- Handle the client’s complaints and interact with the assigned Account Manager

Technical Support:

- 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 escala

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