Technical Support Specialist

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 team supports our clients in their activities, providing level 1 technical assistance and incident resolution service, escalating to levels 2 and 3 when necessary. The Technical Service Specialists (TSS) regularly forward user comments to the Product teams. The main objective is to be the client’s first point of contact when they experience technical difficulties. The role requires being close to customers, with coverage over 10 hours a day, including weekends, through a team rotation., * Create/take ownership of cases in Salesforce proactively.

• Investigate and solve customer and internal issues as quickly as possible.
• Provide prompt, professional and customized assistance to clients on using D-EDGE products.
• Enhance clients’ knowledge, awareness, and autonomy with the products.
• Manage client complaints concerning issues with our suite of tools.
• Resolve product issues by identifying the root cause and proposing the best solution.
• Escalate unresolved cases to higher level when necessary.
• Train, mentor and shadow junior colleagues using experience and knowledge.

• Native or fluent in Spanish and English.
• High sense of customer relationship.
• Excellent communication skills.
• Ability to work closely with others.
• Good multitasking skills.
• Technical expertise in related computer applications.
• Ability to react effectively and calmly in emergencies., * Experience with B2B technology companies or hotels.
• Knowledge of the hospitality industry, GDS or OTA.
• Efficiency in Excel, MS Word, Salesforce CRM.
• Google Suite.
• Support, training and teaching experience.