Web Client Support Specialist (M/F/NB)

⚡ 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 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.

📊 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.

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

👨‍👩‍👧‍👦 THE TEAM

The Web Studio team supports our clients in creating intuitive, responsive websites that are conversion-oriented, with the primary goal of increasing direct bookings and maximizing the most profitable sales channels.

The team works closely with Sales, Account Managers, Client Service, and the Product team to ensure seamless integration of various D-EDGE products across these websites.

🎯 WHAT YOU'LL DO

As a Website Support Specialist within the Web Studio, you will play a key role in supporting our clients. Your main mission will be to address client requests via phone, email, video conference, and ticketing systems, working in close collaboration with designers, developers, quality assurance specialists, and project managers.

Main missions :

• Collect, analyze, and identify customer needs.
• Support client requests via phone, email, video conference, and ticketing systems, in collaboration with designers, developers, quality assurance specialists, and project managers.
• Provide website support by resolving client cases within SLA timeframes and ensuring a high level of quality to guarantee customer satisfaction.
• Deliver training sessions and offer guidance to customers using web solutions.
• Handle customer complaints and major incidents, ensuring timely follow-up and keeping clients informed about the status of their requests.
• Maintain accurate records and documentation of customer interactions and communications.
• Coordinate and support with Web Studio team members and other departments (Account Managers, Project Managers, Developers, QA) to ensure service alignment and client satisfaction.

🦸‍♂️WHAT YOU'LL BRING

• Experience in customer support
• Good attitude in learning
• Passion for problem-solving and innovation
• Proactivity, autonomy and attitude toward teamwork
• Fluent in English and French Language
• Basic knowledge in HTML5, CSS3, JavaScript and PHP
• Familiarity with WordPress & basic knowledge of website setup and configuration.
• Experience working in a web development or digital marketing agency is a plus
• Knowledge of GA4 and/or SEO best practices is a plus

💜 WHY YOU WILL LOVE US

By joining us, you’ll find more than just a job — you'll discover a stimulating environment, a committed team, and a culture driven by innovation :

🤝 A caring and inclusive culture : respect, transparency, and autonomy every day.
🚀 A strong product vision powered by dedicated R&D.
🌱 A real commitment to responsibility
🌐 An international work environment : 45 nationalities, offices in 20+ countries.
📈 Genuine growth opportunities : Internal mobility, ongoing training, and tailored career paths.
💰 A range of benefits, including: Meal and Transport Allowance, Accor Employee Card: Discounts on hotel bookings , access to sports and cultural activities, 12 days per year for social engagement
A flexible remote work policy : up to 3 days of remote work per week and 4 weeks of full remote work per year.

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

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.

RECRUITMENT PROCESS :

1. Telephone interview with HR team
2. Second interview with Francesco, Head of Web Studio Solution Center
3. A 3rd interview might be requested