• Job Description

  Req#: P-143533
  Job Description
  
  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 a range of SaaS and digital marketing solutions. Among the 500 D-EDGERs, the Product & Tech team is made up of a hundred or so enthusiasts who reinvent hotel booking for both the traveler and the hotelier. As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.
  
  
  Position Summary:
  The role of the Level 2 support is to be the connection between Customer service and R&D teams.
  The L2 team has to handle multiple types of issues, that can be bugs, incidents, global connectivity issues or misconfigurations on both Availpro & Fastbooking platforms.
  The team also has to analyze the platform or partner’s performance and act accordingly.
  They handle escalated issues that Level 1 support is not equipped to deal with.
  Level 2 will sometimes escalate to Level 3, depending on the issue if this need a fix.
  The team works on both platforms and the new team member will be trained to both Availpro & Fastbooking tools.
  The job vacancy is based in Singapore and the L2 team is part of the Engineering team.
  
  
  Work Experience
  
  Essential Duties and Responsibilities:
  The Backoffice Support & Operations team is liable for the following responsibilities (but not limited to the following) :
  
  
  Manage Incident Communication
  -Collect notifications from R&D and Customer Service (based on Customers feedback)
  -Perform preliminary investigations to determine whether issues notified by customers are related with an incident
  -Manage internal communication and provide wording for customer communication
  -Manage basic notifications to customers (through Extranet, developments are in progress regarding this)
  
  
  Track & Follow Issues Resolution
  -Collect bug reporting from R&D and Customer Service (based on customer feedback)
  -Prioritize bug fixes according to their impact on our customer base and discussion with Product -Owner
  -Follow bug resolution and manage internal communication
  Perform Level 2 Investigations
  -Level 2 team perform advanced analysis on issues. These investigations involve technical access to the D-Edge Platform as well as technical expertise on products.
  -In order to perform Level 2 investigations, the team requires information to be collected & summarized by Level 1 Advanced.
  Documentation
  Each Level 2 member is involved in Documentation redaction, the goal is to share the knowledge internally.
  Qualifications:
  Ability to diagnose and troubleshoot technical issues
  Excellent problem-solving and communication skills
  Team spirit & adaptability
  Willing to learn
  
  
  Benefits
  
  WHAT WE OFFER:
  
  
  • At D-EDGE we believe in work/life balance ! That’s why we are remote friendly and all D-EDGERS can work from home several days per Week.
  • In addition to the permanent offer on all Accor hotels, you will discover the private sales and flash offers exclusively offered by Accor brands and hotels.
  • You will be provided, at the Company's costs, with all the necessary IT equipment, communication tools.
  
  
  • You will participate to our great internal invents:
  • D-Convention : This is THE event that D-EDGERS are looking forward to
  • D-Summer Party : Annual meeting to spend a fun and friendly moment with all D-EDGERS
  
  
  

• About the company

  Accor SA is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties.

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