Second Line Support Specialist
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. For this role you need to be in Sweden and have a valid visa when applying.
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!
We are Strawberry. With over 245 hotels, 120 restaurants, 20 spas and more, we create thousands of experiences every day. With urban Comfort Hotel®, warm Quality Hotel™, stylish Clarion Hotel® and cosy Home Hotel and more than 40 unique independent hotels, our guests can pick and choose. Our team of 20,000 passionate individuals from more than 120 countries is what makes us grow! Strawberry is built on our core values: energy, courage and enthusiasm.
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What’s in it for you?
As part of of Strawberry, you will get the best employee benefits of the industry.
A culture to cherish
Our people always make guests their top priority! Our warm and welcoming atmosphere creates the right setting for you to flourish and work your magic. You will get the freedom you need to perform your tasks and solve problems as they arise in the best way you see fit. A strong team spirit and family-feeling foster a culture of collaboration. And when there’s something to celebrate, we make sure to have some fun! In larger cities, we also regularly host after-work events to allow colleagues to mingle. How do we achieve all this you may wonder? We believe it’s down to the fact that we’re a diverse crowd full of energy, courage and enthusiasm. That’s how we create extraordinary experiences every single day!
A culture to cherish
Job security for peace of mind
When you work with us, we’ll take your whole life situation into consideration. We offer good job security through collective agreements and insurances, as well as paid parental leave, holiday leave, wellness allowance, attractive pension plans and competitive salaries. We’re there for you.
Job security for peace of mind
Room to grow
With more than 200 hotels across the Nordics, we offer you endless opportunities for career progression! Would you like to work full-time, part-time, a few hours here and there, or perhaps only a season? We have room for you, no matter where you’re at. We encourage creativity and curiosity, and we make every effort to foster a culture of learning for professional development. Ready to take your next career leap within the company? We applaud you and will help you achieve this! An academic degree isn't the most important thing for us. If you have the right mindset, we can certainly promise you a bright future!
Room to grow
Explore more
We encourage you to get out and explore all that life has to offer! So, we always give numerous discounts to you and your friends and family at our hotels, bars and restaurants. As part of Strawberry, you get four FREE nights at our hotels each year* To remind you just how important you are, we’ll always do our best to offer you an upgrade! And on top of that, we’ve also partnered with other companies to give you sweet deals on air travel, charter holidays, car rental and lots more.
*If you are employed on a contract for at least 20% of full-time working hours.
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Open mind, open hearts
Our heart beats for the world around us. To meet global challenges, we support the transition to clean energy, and we recently opened the first zero-energy hotel in the Nordics. We seek to use organic produce and have championed the elimination of unsustainable palm oil. We promote equal rights above all and are proud sponsors of Pride. Regardless of your ethnicity, gender, religious beliefs, disabilities or age - our doors are always open.
Open mind, open hearts
All over the Nordics & Baltics
Be it a vibrant city, a tranquil island or a charming little town in the mountains, you’ll probably find one of our hotels there.