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As a Customer Solutions Consultant at SiteMinder, you will play a critical role in providing technical assistance and advice to our customers and partners across the region. Your expertise and insights will be essential in maintaining the SiteMinder brand and enabling our customers to effectively integrate our products and services.
Key Responsibilities- Technical Support: Provide technical support to all SiteMinder labelled products and services to internal and external customers, with a primary focus across the Spanish speaking world.
- Customer Relationships: Develop strong customer relationships by providing exceptional technical support and consultation, across our phone, chat and other contact channels.
- Issue Resolution: Identify customer support and configuration requirements, set customer expectations and resolve their issues, delivering against customer demands and internal KPIs.
- Timely Resolution: Ensure all cases are resolved in a timely manner in accordance with company SLAs and personal KPIs.
- Technical Expertise: Act as a technical expert, identifying issues and communicating issues and requirements internally.
- Escalation Point: Act as an escalation point for frontline teammates, guiding and empowering them to find solutions, or stepping in to resolve customer issues personally.
- Customer Service: High level of customer service and IT technical skills.
- Language Skills: Fluent Spanish and English communication skills, both written and verbal.
- Analytical Skills: Strong analytical skills - You'll be able to quickly analyse problems, determine the root cause and reach a resolution.
- Technical Platforms: An ability to operate across multiple technical platforms and systems in a fast paced, KPI driven environment.
- Troubleshooting: An ability to diagnose and troubleshoot web browser and connectivity issues.
- Customer Interaction: Great capacity for both internal and external customer interaction as well as conflict resolution.
- Stakeholder Management: Stakeholder management and working across internal teams to find solutions.
- Desirable Experience: Desirable: Previous experience working in a high volume contact centre providing technical customer support.
- Desirable Experience: Desirable: Previous experience working in the hospitality industry in a technical or guest facing capacity.
- Desirable Experience: Desirable: Previous experience dealing with database query languages or tools (e.g. SQL, Python)
- Hybrid Working Model: Hybrid working model (in-office & from home)
- Mental Health Initiatives: Mental health and well-being initiatives
- Paid Leave: Paid birthday, study and volunteering leave every year
- Team Events: Sponsored social clubs, team events, and celebrations
- Employee Resource Groups: Employee Resource Groups (ERG) to help you connect and get involved
- Personal Growth: Investment in your personal growth offering training for your advancement
