Second Line Support Specialist

For 25 years we have challenged the status quo in the hotel industry, and we promise to continue to do so. Nordic Choice Hotels is no ordinary firm, and hence, seek extraordinary talents to join our never changing passion to deliver the best guest satisfaction in the industry.

During 2016 we established a new company within Nordic Choice Hotels called eBerry. Its main mission is to transform the digital landscape for how our guests book, travel and interact with us. Our ambition is high, we want to create the world's best guest journey, offering our guests the ability to have a seamless and hassle free travel experience and a world class Loyalty community.

Intro

eBerry was established in 2016 as a subsidiary of the Nordic Choice Hospitality Group with the mission to transform the digital landscape for how our guests travel, book their stay and interact with us. We aim to create the best in-stay experience for all our guests. To support our systems we have two great departments helping us: Service & Support (S.O.S.) is taking care of internal support, while Customer Interaction Center (CIC) is in charge of customer facing tasks. But for the problems that need more time and expertise we have the second line support that acts as the relay between the S.O.S./CIC teams and the Tech team. We work together to keep all our apps and systems running 24/7/365 so that all our 240 hotels can use all our services and create the most hassle-free environment for our guests.

It's important to us that all of our colleagues and employees feel welcome and seen. Our ambition is to change the hotel industry and make it more digitally accessible for everyone. We have a real impact and create valued experiences for our guests, as well as other employees at our hotel.

What you will do

In this role, you will receive, prioritize, escalate, respond to issues and if needed send issues to the right team. You will be in charge of our part of the support process and get the possibility to refine and improve the process inside eBerry. This means you will have close contact with the tech teams and our support but also the hotels since they are the ones using the systems. You will interact with the hotels on support errands but also help the hotels set up and configure new services. Also, you will monitor eBerrys systems with different monitoring and logging tools to be able to see how systems perform.

What we are looking for

We are looking for a person that has experience in project management and a problemsolving attitude. You have worked with support, network engineer or similar for at least 1 year and have a solid technical aptitude. To feel comfortable in this role you need to be able to work, plan and manage your workload since you mostly will be working on your own. It is also important that you have good communication skills and are used to interacting and coordinating with different people since you will be the link between the firstline support, the hotels and the tech department. Therefore it is also required that you are fluent in English but also meriting if you understand either Swedish, Danish, Norwegian, or Finish. Since you will be working with the tech department you will need to have a basic understanding of software development and technical systems to be able to understand and forward the issues. It is also meriting if you have worked with issue tracking systems like Zendesk or Freshdesk or worked with logging tools for monitoring systems.

What we will offer you

• A possibility to evolve your technical skills and learn more about the IT industry
• Since you will meet new people daily you will get a great network of contacts inside the organization
• Brand new office integrated with one of our newly opened hotels right next to Mall of Scandinavia in Solna.
• An organization that goes the extra mile, and cares about both people and the environment!
• Exceptional colleagues and an inclusive culture - we love to share and learn from each other!
• Plenty of social events including smaller gatherings with your team and huge get-togethers with the whole Nordic Choice family!
• An organization that believes in work/life balance and have trust in each other
• Great benefits! In addition to our collective agreement, as well as a staff discount and friends and family rates at our 240+ hotels. And there’s more!
• Flexible remote, but let's be honest we love our new office and hope you do too!