Role Overview

As a Customer Solutions Analyst, you will provide frontline technical assistance and support to SiteMinder customers globally. You will be the first point of contact for customers and will be responsible for maintaining SiteMinder branding and providing the right resolution across our complete product suite and services.

What You Will Do

Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service. Identify customers' specific support and configuration requirements, set expectations, and resolve issues, delivering against your key performance indicators (KPIs).

Why It Might Be a Fit

We want someone with high level of customer service and analytical skills, technical knowledge, especially from a hotel background, and excellent verbal and written communication skills. You should be able to think on the spot to efficiently analyse an issue, determine its root cause, assess impact, and reach a resolution.

Requirements

• High level of customer service and analytical skills
• Technical knowledge, especially from a hotel background
• Fluent in English with excellent verbal and written communication skills
• Excellent problem-solving and troubleshooting skills
• Strong organizational and time management skills with attention to detail and a process improvement mindset
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Proven ability to manage remote working successfully in terms of teamwork, learning & development, productivity, and motivation
• Experience working in a high-volume, telephone-based, SLA- and KPI-driven environment
• Stakeholder management and ownership mentality when working across internal and external teams and partners
• Agility to operate seamlessly across several platforms and system environments simultaneously
• Ability to diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer issues
• Strong capacity for customer interaction and conflict resolution
• Ability to support a range of customers with differing needs and technical abilities, communicating technical information in an accessible manner to non-technical customers
• Innate curiosity, proactive mindset, and ability to think outside the box
• Strong business acumen and alignment to helping the support business achieve its goals
• Ability to travel to our office if required, at least three times a week
• Ability to work on shifting schedules, including weekends and holidays

Benefits

• Hybrid working model depending on shift (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 (ERGs) to help you connect and get involved
• Investment in your personal growth with training for advancement

Originally posted on Himalayas