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Technical Support Specialist

Hybrid in Barcelona·Added 2 months ago

D-EDGE

5 open roles

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Overview

Job details

Hybrid
Office and home days — the ad has the split.

Requirements

Have the right to work in Spain
D-EDGE doesn't mention sponsorship in the ad.
Work in English
English is required, per the ad.
Czech
The ad asks for Czech, or counts it in your favour.
Hungarian
The ad asks for Hungarian, or counts it in your favour.
Be near Barcelona for hybrid days
No relocation package mentioned.

Requirements

What we're looking for

The job has been tailored for you if: 🦄
Fluent in English; Hungarian or Czech is a plus
You have a high sense of customer relationship
Excellent communication skills
Ability to work with others in a close manner
Good multi-tasking skills
Technical expert in related computer applications
Able to react effectively and calmly in emergencies

Nice to have

The icing on the cake: 🍰
Experience with b2b technology companies or hotels
Knowledge of the Hospitality, GDS or OTA
Efficiency in Excel, MS Word, Salesforce CRM
Google Suite
Support, Training, and teaching experience is a plus

The role

⚡ 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 localised 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.
Culture 😍: At D-EDGE we are driven by these 4 key values:

What you'll do

🚨 Please note: This position is a fixed-term contract starting in September and running through March 2027 🚨

Create / Take ownership of cases in Salesforce proactively.
Investigate & solve customers' and internal issues in the shortest possible delay
Provide prompt, professional and customised 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 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 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:

Hiring process

RECRUITMENT PROCESS :
1. Phone interview with Talent Acquisition Manager
2. First interview with the Manager
3. Second Interview with Head of Technical Support
... and welcome to D-EDGE! :)

About D-EDGE

D-EDGE is a hotel technology and digital marketing company serving more than 17,000 hotels with solutions including a CRS, Booking Engine, Channel Manager, hospitality-focused website design, and metasearch marketing. As a B2B technology provider, it reports investing more than 27.5M€ annually in R&D, and its support teams operate across Europe and Asia, speaking 20 languages with tools developed in more than 35 languages. Its stated mission is to simplify the complex world of hotel distribution for hoteliers.

For professionals considering Spain, D-EDGE advertises job openings in Barcelona, with current Spanish roles spanning client service, technical support, product learning, and paid media (including French- and English-speaking positions). The company describes a people-first culture built around humanity, innovation, and creativity, and states that it is hiring worldwide in tech, sales, client service and more — a multilingual, internationally oriented environment that is relevant for candidates with language skills considering a move to Spain.

Website: d-edge.com

Good to know if you are moving

D-EDGE states it is hiring worldwide in tech, sales, client service and more, with job openings listed across multiple European and Asian locations including Barcelona.
Current open roles in Spain include Client Service Agent, Technical Support Specialist, Product Learning Specialist, and a Paid Media Specialist position requiring French and English.
The company's support teams speak 20 languages and its tools are developed in more than 35 languages, indicating a multilingual working environment.
D-EDGE promotes a people-first culture ('#PeopleFirst') and describes its mission as simplifying hotel distribution for hoteliers.
The company reports investing more than 27.5M€ per year in R&D as a B2B technology provider.

In their own words

About the company & team

- We care about people #PEOPLE FIRST

- We dare to share #OPEN COMMUNICATION

- We embrace change #ADAPTABILITY

- We go the extra mile #GO BEYOND

Explore our Culture Book today and see if D-EDGE is the right fit for your career aspirations!

🧑🤝🧑ABOUT THE TEAM:
As a member of the Technical Support North Europe team (comprising about 10 people), you will be based in our Barcelona office. You will report to Piero Trocciola, Head of Technical Support for Italy and Central Europe. 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. The Technical Support team's main objective is to be our client's first point of contact when they experience technical difficulties.

Additional information

D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.

Please be aware that we will be asking for work references.
D-EDGE processes your personal data for the management of your application and the creation of a CV database. To learn more about how your data is managed and to exercise your rights, please refer to our Candidate Privacy Policy.

All open roles at D-EDGE