Customer support - French & English

Responsibilities:

• Providing assistance for users (troubleshooting when it comes to applications not working properly or issues with the distribution platform; this can be done by connecting remotely, assistance via phone or by mail)
• The assistance provided is operational one (it explains the functionality of each tool) or technical (restarting servers, checking XML files, server logs).
• The technician gives clear answers and escalates the case, if need be, to the appropriate team. He/she may operate remotely (by phone, email or using the tool for remote connection).

Description of tasks and activities:

• He/She should respect his schedule and team schedule
• Monitor the call flow
• Monitor the mailbox
• Monitor the personal mails
• Welcoming kindly the user while on the phone
• Complying with the user requests
• Identifying the VIP users and adapting the answer based on the detailed instructions
• Determining the type of request (evolution, question, incident)
• Ask questions in order to understand the root cause of the issue or the reason of a particular demand
• If necessary he/she may request the opinion of an expert
• Transfer, if necessary, the case to a higher department
• Follow up on each request
• Respect contractual commitments: SLA
• The technicians should co-operate regarding the ongoing training of the team
• Shares his/her knowledge with the rest of the team
• Contribute to the integration of the newcomers, by offering them the necessary information, answering their questions
• Contribute to the capitalization of knowledge by updating knowledge base folders, technical notes or procedures

 Requirements:

• Spoken languages: fluent French and English.
• Previous service desk and customer care experience.
• Aptitude for providing positive customer service, interpersonal skills, listening skills, analytical skills and team spirit.
• Availability to work in day shifts

Training:

During the basic training-4 weeks period- the technician will actually learn how to use 4 of the most common applications. They require advanced study followed by many practical cases. These applications allow:

• Management of booking websites' configuration
• Managing the global platform for making reservations
• Analysing the payment platform for online transactions
• Management of the interface between the global platform and the internal system of the hotel (analysis of XML-interface files, checking file transmission)
• After 2 months of production, the technician will be trained on other applications as well (10 more) managing the connectivity with external distributors, remuneration for intermediaries, B2B contracts, hotel network issues , different reporting tools, encryption tools for credit cards, welcome project, geolocation
• Once this training has been performed, the technician will be always in contact with his colleagues and will still need to ask for assistance frequently (for about 6 months)