Customer Solutions Analyst

At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It's in our differences that we will keep revolutionising the way for our customers. We are better together

What We Do…

We're people who love technology but know that hoteliers just want things to be simple. So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we're the world's leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder's technology every year.

About the Spanish Bilingual Customer Support Analyst role...

You will use your experience, your personality and people-skill talents to make an immediate contribution to our team and positively impact on our customer loyalty and satisfaction levels.

We want you to be our English and Spanish Customer Solutions Analyst where you will provide frontline technical assistance and support to SiteMinder customers Globally.

As the first point of contact, you will be a key asset in maintaining SiteMinder branding and solutioning the right resolution across our complete Product Suite and services. Your primary focus will be external customers across the globe, but our internal teams will need your help too, as well as our partners

What you'll do…

• Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service utilising Phone, Email, Chat and other mediums where appropriate.

• Identify customers' specific support and configuration requirements, set the customer expectations and resolve the customers' issues, delivering against your key performance indicators (KPI's)

• Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLA's) and individual KPIs, prioritising caseload appropriately

• Ensure all customer (internal and external) issues are logged accurately in SiteMInders' CRM tool (SalesForce)

What you have…

• High level of Customer Service and analytical skills (can you think on the spot to efficiently analyse an issue, determine its root cause, check the impact and reach a resolution)

• Technical knowledge

• Fluent in English and Spanish with excellent communication skills, both verbal and written

• Excellent problem solving and troubleshooting skills

• Strong organizational and time management skills with attention to detailA process improvement Mindset

• Proven experience working within a high volume telephone based SLA and KPI driven environment

• Ability to diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer issues

• Great capacity and understanding of customer interaction and conflict resolution

• Ability to travel to our Pune office if required and at least twice a week

• Ability to work on shifting schedules, weekends and holidays

Our Perks & Benefits…

- Hybrid working model (in-office & from home)

- Mental health and well-being initiatives

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.