[Hiring] Customer Solutions Analyst @Siteminder
Apr 02, 2025 - Siteminder is hiring a remote Customer Solutions Analyst. đź’¸ Salary: unspecified. đź“ŤLocation: Philippines.
Role Description
Our Technical Support team is an integral link for our 33k+ customers to get the most out of our SaaS solutions. You will become part of an upbeat, high-energy work environment with a myriad of diverse interpersonal/interdepartmental interactions whilst learning invaluable and transient on-the-job skills. 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).
- Actively participate in Product enhancement and training sessions (F2F/Virtual/self learn).
- Help develop and evolve our Siteminder Products and systems by providing innovative and comprehensive feedbacks.
- Test compatibility of new features with existing Product features and systems and document observations and outcomes.
- Keep up to date with technical and feature developments by attending workshops, reviewing internal publications and participating in F2F and virtual training sessions.
- Unlock the potential in our Support process by identifying and taking ownership of improving our various methods and processes.
Qualifications
- High level of Customer Service and analytical skills.
- Technical knowledge, especially if it’s from a Hotel background.
- 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 detail.
- A process improvement Mindset.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Proven experience working within a high volume telephone based SLA and KPI driven environment.
- Stakeholder Management and ownership mentality 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.
- Great capacity and understanding of customer interaction and conflict resolution.
- An innate curiosity, proactive mindset and an ability to think outside of the box.
- Strong business acumen and alignment to helping the Support business achieve its goals.
- Ability to travel to our Makati office if required and at least twice a week.
- Ability to work on shifting schedules, weekends and holidays.
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.
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| đź“Ť | Be aware of the location restriction for this remote position: Philippines |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
unspecified
|
Remote
Location
Philippines
|
|
Job Type
full-time
|
Posted
Apr 02, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: Philippines |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
